Call centre agent CV example
In a contact centre everything is measured: calls per day, first-call resolution, conversion and customer satisfaction. That dashboard is your CV.
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- Sector
- Retail and sales
- Template used
- Madrid
- ATS level
- ATS compatible
- ATS keywords
- 5
Document preview
How the CV looks once laid out
The same example content, laid out in the recommended template: single column, selectable text and no tables or graphics that break automated parsing.
Sample document. Open it in the editor to change template, language and sections without losing the content.
Charlie Mendes
Customer service and sales agent consistently above target
Professional summary
Call centre agent with four years in customer service and telephone sales for telecoms and insurance. I take 80 calls a day at 91% first-call resolution and beat my cross-sell target. Confident on Salesforce CRM and handling calls in English and Spanish.
Experience
Call centre agent
Employer name · City · 2019 – Present
- Handled 80 calls a day at 91% first-call resolution
- Beat the cross-sell target by 22% for four consecutive quarters
- Sustained a 4.7 out of 5 average customer satisfaction score
Education
Qualification or certificate for the role
Training centre · Year
01
Professional headline
This is the line that decides whether they keep reading: a specific role and years of experience, never an adjective.
Customer service and sales agent consistently above target
02
Example professional summary
Three or four sentences with your specialism, one figure and your goal. It sits right under the headline.
Call centre agent with four years in customer service and telephone sales for telecoms and insurance. I take 80 calls a day at 91% first-call resolution and beat my cross-sell target. Confident on Salesforce CRM and handling calls in English and Spanish.
03
Achievements that work in this role
Past-tense verb, what you did, measurable result. Three to five per role, strongest first.
- 01Handled 80 calls a day at 91% first-call resolution
- 02Beat the cross-sell target by 22% for four consecutive quarters
- 03Sustained a 4.7 out of 5 average customer satisfaction score
04
Skills to include
Written as plain text: rating bars are invisible to automated filters.
- Inbound call handling
- Cross-selling
- Salesforce CRM
- Complaint resolution
- Customer retention
- Service in Spanish
05
ATS keywords
The terms filters search for in this role. Place them inside your experience, not in a list at the end.
- calls per day
- first-call resolution
- CRM
- cross-sell
- customer satisfaction
Work them naturally into your experience — these are the terms screening software scans for.
06
Tips for this CV
What separates a CV for this trade from a generic one.
- 01
Lead with the KPIs: calls, FCR, conversion, CSAT. It's the language of the sector.
- 02
Name the CRM and dialler you've used; filters match the literal word.
- 03
State honest language levels and availability for evenings or weekends.
07
What a call centre agent CV is
Short definition, ready to quote.
A call centre agent CV is the one or two page document used to apply for a call centre agent role in retail and sales: it brings together the professional headline, the profile summary, experience with measurable results and the competencies the trade expects you to evidence, such as Inbound call handling and Cross-selling. Unlike a generic CV, it is ordered around what the applicant tracking system and the hiring manager look for in a call centre agent: the words used in the advert and the numbers of the actual job.
08
Keywords and where to place them
Each term works best in a specific place in the document. Repeating them all at the end scores nothing.
| Keyword | Where to place it |
|---|---|
| calls per day | In the professional headline |
| first-call resolution | In the profile summary |
| CRM | Inside an achievement with a figure |
| cross-sell | In the skills list |
| customer satisfaction | In training or certifications |
09
How this call centre agent CV gets through the filters
What the example above does right, point by point.
- The headline reads «Customer service and sales agent consistently above target»: the job title (call centre agent) appears literally in the first line, not as a creative synonym.
- The trade's keywords —calls per day, first-call resolution, CRM— sit inside the experience and summary, where the filter reads them in context.
- Every achievement carries its figure. «Handled 80 calls a day at 91% first-call resolution» is the pattern to copy: volume, timeframe and result.
- Skills such as Inbound call handling, Cross-selling, Salesforce CRM are written as plain text, never as rating bars or stars, which no parser can read.
- The Madrid template is two-column with a linear reading order and rated ATS compatible, so the sections come out in order.
10
What hiring managers look for in a call centre agent
The three points that separate two candidates in this trade.
Calls per shift and type of service
Volume and direction define the job. Say whether it was outbound or inbound, how many calls you handled per shift and the average duration: “inbound, 85 calls a day, 4:20 AHT”.
Contact centre quality metrics
This is a closely measured role: first contact resolution, quality score, CSAT, schedule adherence. Two of those numbers put your CV above any list of duties.
Tools and call wrap-up
Name the CRM and telephony platform (Avaya, Genesys, Zendesk, Salesforce Service Cloud) and say whether you coded every contact: that is what separates working to a process from simply answering a phone.
11
Common mistakes on a call centre agent CV
The ones that repeat in this role, each with its fix.
- 01
Not separating inbound from outbound
Cold selling and inbound support are opposite trades: one is measured on conversion, the other on resolution and handling time. Leave it vague and the recruiter cannot place you on a campaign.
- 02
Leaving out the campaign and sector
Energy, telecoms, insurance, banking and healthcare carry different training and regulation. Naming the campaign and sector is what makes your experience usable from day one.
- 03
Treating complaints as admin
Handling an angry customer to script, without the call dropping and closing with an agreement, is the most expensive skill in the role. Give it a number: retention rate, or complaints resolved without escalation.
- 04
A wrong phone number or an informal email
This is a contact role: if the number is wrong or the address is a nickname, the application dies there. Check you can actually be called and use first name and surname.
12
What a call centre agent earns
So you can tell whether an advert is at market rate before applying.
- Usual range
- Typically £22,000-£26,000 a year, plus bonus on conversion or quality
- What moves the figure
- Regulated campaigns (financial services, utilities) pay above the band because of the training and compliance requirements.
- Where the figure comes from
- Ranges observed in UK contact centre adverts through 2026.
Frequently asked
Questions about a call centre agent CV
- Can I get in with no experience?
- Yes — contact centres are among the biggest recruiters of first-time applicants because training happens on campaign. The CV rests on spoken communication, using a system while talking, written accuracy and shift availability.
- Which keywords do contact centre filters look for?
- The advert's own: inbound, outbound, CRM, call wrap-up, AHT, FCR, retention, upselling. Place them inside your experience rather than in a list at the end.
- Does face-to-face customer service count?
- Very much, but translate it: complaint handling, scripts, logging systems and parallel tasks. The only thing that does not transfer is queue pace, so state that you are ready for shift-based volume.
- Should I lead with speed or quality?
- Both, in the order the campaign wants: inbound support rewards resolution and quality scores, outbound rewards conversion. Reorder your achievements to match the advert.
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