Call centre agent CV example

What contact details should I include in my call centre agent CV

Sometimes, it’s the little things that can make or break your application. Adding your most up-to-date contact details at the top of your CV might sound non-essential, but it’s the only way to secure an invite to the interview stage. We recommend emphasising this information in a slightly larger or bolder font for maximum readability. Remember to include:

• Your full name – first name and surname
• Your current address – including your postcode
• Your phone number – the most accessible one
• Your email – keep it work-appropriate

Example of contact section for a call centre agent CV

Start your call centre agent CV with a personal statement

You only have a few seconds to catch the hiring manager’s attention, which is why a compelling personal statement is crucial. This opening paragraph summarises your most valuable experience, skills, and achievements, encouraging the reader to learn more. However, you don’t have finite words – you must get your point across in three to four short sentences. If this sounds tricky, don’t worry. We have a handy formula that works every time.

The first sentence explains who you are, including years of experience and career focus. The second sentence offers the recruiter a window into your capabilities by spotlighting a jaw-dropping statistic. For instance, you might have “won call centre agent of the month 20 times” or “achieved a 94% customer satisfaction score”. Ultimately, facts and figures make you sound more believable. Finally, note a couple of your most sought-after skills and specialisms, such as “financial services advice” or “active listening”.

Most importantly, think about what makes you truly special – you don’t want to sound like everyone else! Other helpful advice includes:

• Write in the third person to sound more professional
• Tailor your statement to the job advertisement – relevancy is key
• Don’t exceed four sentences – the ideal length is 50 to 100 words
• Keep the tone formal – avoid jokes (they don’t always land well)
• Don’t tell the recruiter what you’re looking for – save that for the cover letter

Example of personal statement for a call centre agent CV

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How to present your work history on a call centre agent CV

The work history section is fascinating for employers, revealing more about your responsibilities, values, and accomplishments. Alongside gaining a better understanding of your strengths, they can also identify your weaknesses via what you don’t mention. Plus, they can see how long you typically stay with a company – a key consideration for organisations that value retention rates.

Start from your current or most recent role and note between three to six duties for each. Include extra detail for more relevant positions that align with the one you’re applying for. Note the following information:

• Job title
• Employment start and end dates
• Company name
• Company location
• Brief list of responsibilities
• Workplace accomplishments

Above all else, qualify as many duties as possible with evidence. Like the personal statement, this will give weight to your claims and reassure the employer that you have the tools to succeed. Let’s say you “met call centre quotas” – can you expand on this? You might have “answered over 20 calls per day” or “successfully resolved over 100 customer queries per week”. The more specific you can be, the more skilled you’ll sound.

Next, cover different responsibilities to present a well-rounded view of your capabilities. For example, if you’ve discussed “training new employees” underneath one position, talk about “monitoring incoming calls” in another. Hiring managers prioritise multi-talented candidates – the most successful call centre agents can spin several plates at once!

Lastly, don’t bore the reader. The best CVs feature positive adjectives and action verbs that inspire curiosity. The former speak to your personality – you might be “creative”, “flexible”, and “solution-focused”. The latter are exciting alternatives to “responsible for”. Some of our favourites for call centre agents include “guided”, “resolved”, and “negotiated”.

Example of work experience for a call centre agent CV

Skills worth having on your call centre agent CV

CV skills are a collection of your most irresistible talents and traits. They allow hiring managers to quickly assess your suitability for the role. Plus, they make it easier for CV reading software to pick out and pass on your best qualities. An attention-grabbing skills section should include up to 12 abilities in total, showcasing your technical and transferable knowledge.

So, what’s the difference? Hard skills are specific and often learnt on the job, through training, or via education – think “operating customer service software”, “inbound telesales”, and “processing phone orders”. In contrast, soft skills are personality-based. For instance, you might be “detail-oriented”, “confident”, and “organised”.

Both are essential if you want to make a good impression. While it’s tempting to only focus on hard skills, employers want to know whether you have the right character to mesh with the team. Sometimes, being a team player trumps experience!

Stuck for ideas? Use the following lists to guide you:

How to add education to your call centre agent CV

Education is the foundation for experience, helping you to shine in highly competitive fields. You can discuss school, college, and university courses, training programmes, and adult learning certificates. While qualifications aren’t necessarily essential for call centre agents, they strengthen your application and improve your chances of receiving a call back.

How do you become a call centre agent? There are several routes into this career, the most popular being a college course. Search for a “Level 1 Certificate for Introduction to Customer Service” or “Level 2 Certificate in Contact Centre Operations” to boost your prospects. Alternatively, many people prefer to learn via an apprenticeship. To be accepted, companies prefer at least five GCSEs, with English and Maths being a priority.

Furthermore, it helps to have some background in the industry you’re applying for. Let’s say you’re hoping to work as a call centre agent for a tech company – a degree or similar in IT would be beneficial.

When outlining your education, cover the following:

• Name of school, college, university, or other awarding body
• Study start and end dates
• Subject title
• Qualification level – e.g. A level or Level 1 Certificate
• Qualification result

Example of education for a call centre agent CV