Do I need call centre experience to apply?

No. Many call centres train new agents. Use examples from any job where you spoke to customers, such as retail, hospitality or volunteering, and show that you are clear and patient on the phone.

What skills do call centres look for?

Clear speech, listening, patience and accuracy are the main ones. Basic computer skills, typing and the ability to stay calm when someone is upset help too.

Is a call centre CV different from a customer service CV?

Slightly. A call centre CV puts more weight on phone work, volumes, targets and systems, while a general customer service CV can include face-to-face and email work too.

What if I find writing my CV difficult?

Ceev can write your CV from your own answers, typed or spoken, and shows a free preview before you pay.

Call centre agent CV example

A strong call centre agent CV shows a clear phone manner, patience with upset callers and the ability to hit targets without rushing people. It should mention the number and type of calls you handled, the systems you used and how you kept your accuracy high.

Kwame Mensah

Call centre agent

kwame@example.com | 07700 900119 | Sheffield

Profile

Clear and patient call centre agent who handles inbound customer calls for a busy broadband provider. Skilled at listening, explaining details simply and calming upset callers while staying within call-handling targets. Accurate with notes and data protection checks, and comfortable working shifts including evenings and weekends.

Experience

Call Centre Agent

a broadband and phone provider

Took around 70 inbound calls a day about billing, faults and account changes

Completed ID and data protection checks on every call before discussing an account

Recorded the reason for each call and the outcome in the CRM system, with notes the next agent could use

Met the team's targets for call quality and first-call resolution in most months

Calmed upset callers by listening first and then offering clear options, and passed complex complaints to a team leader

Telephone Order Taker

a mail-order gardening company

Took telephone orders and entered them accurately into the order system

Checked stock and delivery dates and gave customers honest, clear answers

Dealt with calls about missing and damaged orders, arranging replacements or refunds within agreed limits

Worked evening shifts during the busy spring season

Learned a new order system in my first week and helped train two new starters

Key skills

Telephone mannerActive listeningComplaint handlingCRM and case notesData protection and ID checksWorking to call targetsTyping accuracyStaying calm under pressureShift workingClear explanations

Example · fictional candidate · Timeline design · Use this design

Tips for a call centre agent CV

Give an average number of calls or chats per day to show the scale of work you handle
Name the systems you know, such as CRM software, ticketing tools or call scripts; if you do not know the brand, describe what you did with it
Mention targets you worked to, such as call quality, first-call resolution or average handling time, and how you did against them
Show how you deal with upset callers with a short example rather than the word 'calm'
State your shift availability clearly, including evenings, weekends and bank holidays
Mention your typing speed or accuracy if you know it

Applying with a cover letter? See our call centre agent cover letter example.