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Call Centre Agent

Call centre agent on call to customer using hands free headset

Call centre agents work in a call centre, answering incoming phone calls and keeping records of calls and callers. In some organisations they may 'cold call' (make the phone calls to prospective customers), calling numbers from a list.

The Work

You could be using the phone to:

If cold calling you might be trying to persuade people to:

Pay

The figures below are only a guide. Actual pay rates may vary, depending on:

Starting salaries begin at around £20,000 a year. With experience this could rise to around £25,000 a year. You may earn more through shift allowances and bonuses. If you are selling something, your pay might depend partly on commission.

Conditions

Workforce Employment Status

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Useful Subjects

Getting In

There are still plenty of vacancies in jobcentres throughout Scotland. Jobs are in financial services, telecoms, utilities and the public sector. Not all require previous call centre experience.

Workforce Education Levels (UK)

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Job Outlook Scotland

Employment

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Job Outlook Scotland and UK

  Scotland
2024
21838
1.6 %
RISE
2029
22192
  United Kingdom
2024
132916
2.8 %
RISE
2029
136597

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What Does it Take?

You need to be:

You need to have:

Training

Getting On

With suitable experience you might become:

You could also continue studying to achieve relevant SVQs (SCQF Levels 5-11).

Video

Courtesy of The Co-operative Bank

Contacts

The following organisations may be able to provide further information.

Call Centre Management Association (CCMA)
Tel: 0333 939 9964
E-mail: info@ccma.org.uk
Website: http://www.ccma.org.uk

This website has information on jobs, as well as CV and interview tips.

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