A call centre agent is responsible for handling incoming or outgoing customer calls for a business. This role involves assisting customers with enquiries, providing information about products or services, resolving complaints, and processing orders. Agents work in various sectors, including retail, banking, telecommunications, and public services. The job requires excellent communication skills, patience, and the ability to work under pressure, as agents often deal with a high volume of calls. Training is usually provided on the job, and there are opportunities to progress into supervisory or specialist roles.
Call centre agents in the UK typically earn between £18,000 and £25,000 per year, with experienced agents or team leaders earning up to £30,000.
There are over 950,000 people working in call centres across the UK, with thousands of new positions advertised annually.
Most call centre agents work 35 to 40 hours per week, often including shifts, evenings, and weekends.
Assist customers with enquiries, complaints, and support over the phone or via email for specific products or services.
Provide guidance and troubleshooting for customers experiencing technical problems with products such as computers or mobile phones.
Focus on making outbound calls to promote and sell products or services to potential customers.
Learn to listen carefully to what others are saying and respond appropriately.
Active listening helps you understand customer needs and respond effectively. Practise by having conversations with friends or family and summarising what they have said to show you understand. This skill is vital for resolving issues and providing accurate information in a call centre environment.
Work on speaking clearly and confidently over the phone.
Good verbal communication is essential for a call centre agent. You can improve by reading aloud, joining a debating club, or taking part in drama activities. Try recording yourself speaking and listen back to spot areas for improvement.
Aim for at least GCSEs in English and Maths.
Most employers expect candidates to have basic qualifications, particularly in English for communication and Maths for handling information. You can gain these at school or via adult education courses if you're no longer in school.
Look for short courses or certificates in customer service.
Many colleges and training providers offer short courses in customer service, which can make your CV stand out. These courses teach you about managing customer expectations, handling complaints, and using call centre systems.
Search for and apply to call centre jobs that offer on-the-job training.
Entry-level roles are widely available in many industries, including banking, retail, and utilities. You can find vacancies online, through recruitment agencies, or by contacting large employers directly. Many roles do not require previous experience and provide full training.
Gain practical experience by working in a call centre or similar role.
Once in a role, focus on learning the company’s systems and procedures, as well as developing your problem-solving and multitasking skills. Experience in retail, hospitality, or other customer-facing roles can also be valuable if you are looking to move into a call centre environment.
Explore relevant apprenticeships that can help you kickstart your career in Call Centre Agent. Apprenticeships offer hands-on experience and training while earning a wage.
A Call Centre Agent and an Airline Customer Service Agent both primarily involve providing customer support over the phone, handling inquiries, resolving issues, and offering information. Both roles require strong communication skills, patience, and the ability to manage customer relations in a fast-paced environment.
You can get into this job through:
You could do a college course, which would teach you some of the skills and knowledge you need in this job. Relevant courses include:
You'll usually need:
You can get into this job through:
You'll usually need:
When applying directly for jobs, most employers will expect you to have some GCSEs at grades 9 to 4 (A* to C) in subjects like English and maths, or equivalent qualifications.
You may find it useful to have experience of working in a customer service role.
You can find out more information on working in the aviation industry from the Chartered Institute of Logistics and Transport UK.
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