Call Center Agent

Complete with job descriptions, skill profiles and interview templates. Use this call center agent hiring guide to help you make the right decisions, fast.


What does a call center agent do?

Call centers give customers of your business a direct communication channel for service inquiries. Customers can prefer this method of support because it is more immediate and personalized than email or chatbot service.

Usually, a call center agent will answer incoming customer calls. These calls might be for placing orders, general inquiries or to report complaints. Call center agents are the primary contact for customers who use your product or service.

Day to day tasks of a Call Center Agent

  • Manage large amounts of incoming calls from customers
  • Appropriately respond to customer inquiries using communication scripts
  • Research, identify and resolve customer issues, escalating when necessary
  • Provide product/service information to customers
  • Identify when to upsell products/services to existing customers
  • Maintain records of customer conversations

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As a primary touchpoint for your customers, a call center agent is a critical hire for your business. It’s important they have the right skills to manage a high volume of enquiries while maintaining quality and satisfaction.
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Build the Ideal Candidate Profile

Once you understand the requirements for the role, you’ll need to understand the skills for success. You can then write an effective job description to promote your role.


Skills Assessment

Selecting the ideal candidate

See which applicants have the right skills for the role. Send all your applicants a Vervoe skills assessment from the expert library, or customise one for your organization. 

Skills Assessment


Interview Top Performers

Your skills assessment results will identify top performers. Focus your time on interviewing those that have met or exceeded your requirements. Assessment results will also help guide which skill areas to focus on in the interview. 

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Skills needed for a Call Center Agent

A call center agent must be customer-focussed and empathetic. Because each call is different, a call center agent needs to have skills in resilience and learning agility. They must also have exceptional written and verbal communication skills.

How to write a Call Center Agent job description

Once you’ve determined the skills required for the role, you can write the job description to advertise for your call center agent position. Here’s what to include in a call center agent job description:

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Job Title: An overview of the role’s day-to-day activities, and how the position contributes to the organisation.

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Summary: What makes your company unique? What would it be like to work for you?

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Responsibilities: An overview of the role’s day-to-day activities, and how the position contributes to the organisation

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Requirements: Skills a candidate must have to perform the job successfully.

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Benefit: Details of compensation, benefits and any perks on offer.

For entry-level roles, you’re likely to receive a larger number of applications than you would for a senior position. Ensure you provide details about what it’s like to work for your company, and what your company values are so applicants know whether your company is the right fit for them.

Since there is a broad range of duties under the title of call centre agent, spend some time outlining exactly what’s expected in this section. Think about the role and your business. Does this call centre agent need some sales skills? Do you have a highly technical product that requires some coding or database skills for the role? This will help both you and the applicant save confusion down the line.

In building your candidate profile, you’ve already identified what skills are needed to be successful in the role. Here’s where to list your “must-have” skills and maybe a couple of “nice-to-have” skills. For example, a call centre agent must have exceptional communication skills, but it might be nice to hire someone that has previous experience with your software or product.

Sample skill tests for a Call Center Agent

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Question 1
Question Type: Text

Please listen to the below call recording and summarise the key pieces of information. Please note the time limit on the question.

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Question 2
Learning Agility
Question Type: Text

Describe a time when you learned a new skill or gained a new kind of ability in your job. What was the task, and how did you learn the new skill? How did you use the task on the job?

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Question 3
Question Type: Video

You have just started your day and so far, 4/4 calls have been angry, irate customers that have personally blamed you for their orders being wrong. You are about to pick up the call to the next customer, how do you feel? What is your tone coming into this call?

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Hiring Resources
Emily heaslip

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