CSR Series | Call Centre Resume Part 2
A Terrible Call Center Resume Says:
Properly answered and accurately processed incoming telephone calls regarding Personal Insurance and other related areas.
Well, of course you properly answered the incoming calls! Remember, doing your job to expectation is not something you can generally brag about on your resume. The reason is that it should be a given that you performed your duties properly and promptly.
Simply performing up to par just isn’t setting the bar high enough to impress a hiring manager, who will want to give the job to the candidate that can do their duties without much difficulty, and go above and beyond for their new company.
If you take up space in your resume to specify that you didn’t screw up too terribly at your old job, it sets the bar rather low and gives the false impression that you don’t expect very much out of yourself as an employee.
I recommend going through your resume, and cutting out every single adjective that you see, especially “properly”, “accurately”, and “promptly”. Anyone can say that they did their jobs properly; you need to show that you did by sharing the results of your work.
For example, how do you know that the calls were accurately processed? Did your customers have a high customer satisfaction rating? Did you receive a commendation from your old boss? Those are the details that you need to share.
Take action, as necessary, to appropriately respond to needs and concerns.
This is much too vague. What does ‘take action’ mean? And what ‘needs and concerns’ were they responding too? Again, all call centers are different, so you can’t assume a hiring manager will just know what you did. For all the hiring manager knows, ‘taking action’ just means that the applicant recorded customer complaints. It doesn’t imply that they actually solved any problems, or that they kept the customer happy while doing it.
Many call centers track and provide metrics to their service representatives to let them know how they’re doing. Some provide numbers such as how many times a customer had to call back to resolve the same problem or satisfaction survey data. High scores should absolutely be shared in the resume to qualitatively prove the worth of the work being done.
Processed credit card and billing transactions
This is such a basic job requirement that it either needs to be expanded upon to show some skill or expertise, or to be cut from the resume entirely. A much better way to write this would be to mention how many transactions were completed per day. If the job involved signing up new customers or up-selling, then numbers showing how much business was brought in should absolutely be shared.
Sometimes call centers provide rankings for employees based on up-sells and lines of business sold–those rankings are excellent details for a resume. The applicant should also mention the name of the program that they used to process billing information. It is more precise, shows that you are detail-oriented, and demonstrates expertise with industry-standard software.