Call centre agent CV example (2026)

Writing the CV for the call centre agent role

Start your CV with the type of work: inbound, outbound or both, and which clients or sectors you called for. Then put the systems you worked with, such as a dialler and the CRM. That way the reader sees in the first lines whether your experience fits the campaign they are recruiting for.

A call centre looks for people who conduct many conversations well, one after another, even when the customer is not interested. Working with a call script, turning objections around and meeting targets without applying pressure are points you can make concrete. Also state whether you can work evenings and Saturdays, because many campaigns call at those times.

What you do in this role

A call centre agent calls customers or takes calls for one or more clients. You follow a call script, answer questions, sell a product or recruit donors, and record every conversation in the system. Between calls you process callback appointments and read the changes to the campaign.

Keep the CV to one or two pages.

How your CV matches the advert

Read the advert and check whether it is inbound or outbound, and whether it is service or sales. These are different roles, even though both are called call centre work. Put the experience that fits best at the top of your work experience, and name the clients or sectors, such as energy, telecoms or charities, if you are allowed to name them.

Outbound calling needs a different attitude from taking calls. The customer did not ask for your call, so the first sentences decide whether they keep listening. Describe in your CV how you opened a conversation and how you responded to a no. That shows you can handle rejection without the conversation becoming unfriendly.

Targets are part of the work, but a team leader also wants to know how you reached them. Do not only write that you met your target, but how: by listening well, by adapting the script to the customer or by asking one more question at the end. Name a result only if you can back it up with your own reports.

A call script is a tool, not a text to read aloud. Show in your CV that you know the script and that you know where you may depart from it. If you contributed to a new script or to answers to common objections, put that under the role in which you did it.

Selling by telephone comes with rules, for example about the customer’s consent and about recording the agreement. Say in your CV that you worked to those agreements and how you confirmed a sale, for example with a recording or a confirmation email. That way an employer sees that you work carefully, even when the pace is high.

Listening in on calls and assessing recordings are normal in a call centre. Describe how you dealt with that feedback and what you changed afterwards in your conversations. That says more about your development than a list of training courses, and it gives a concrete topic in a job interview.

Which layout suits the call centre agent CV

Choose one column, clear headings and a standard font. Tables and text boxes can cause errors when software reads a CV.

A call centre CV is short and clear, in a single column with clear headings. Put the campaigns and clients in the first line of each role, so the reader finds them quickly. Place your availability in a fixed block under your contact details.

Save your CV as a PDF with a recognisable file name, such as firstname-surname-cv.pdf.

What to put on the call centre agent CV

Every CV contains at least your contact details, your work experience with dates, your education and certificates, and your skills and languages.

For each role, state whether you did inbound, outbound or both, for which sectors and with what purpose: service, sales, recruitment or making appointments. Name the systems, such as a dialler, a CRM or a ticketing system. Add training in conversation techniques or objection handling. Also state your availability for evenings and Saturdays and the languages you can call in.

Put your name at the top, with your town, email address and phone number. Your citizen service number (BSN), date of birth or marital status do not need to be on your CV.

Profile text: example (good and weak)

Below are two profile texts for the call centre agent, both written for a fictional person. You can copy the structure.

Call centre agent with five years of experience in inbound and outbound campaigns for energy, charities and insurance. I work with a call script, but I listen to what the customer wants first. I meet my targets without putting customers under pressure and record every call properly. I am looking for a team in which I can also train new colleagues and help improve the scripts.

Telemarketer with three years of experience in donor recruitment for charities and the sale of energy contracts. I call an average of ninety people per shift, follow the call script where it is needed and listen where I can. My conversion last year was above the team average. I am looking for an outbound team with a fair campaign that I can stand behind.

The first example names the experience, the sectors and how you work. The second adds the type of campaign, the pace and the result. The weak version says you are sociable, but not how the reader could see that. Words such as inbound, outbound and call script show straight away that you know the trade.

Weak version: “I am a sociable call centre agent who enjoys calling and gets on well with people.”

A profile text is short: four or five sentences. Write in the first person and say what you do, what you are good at and what you are looking for.

Making your work experience stand out

The example bullet points below belong to a fictional example CV. The figures are illustrative: use only your own figures, and only if they are accurate.

Start each bullet with an action word and state the result, not only the task.

• Outbound campaign for an energy supplier: an average of 90 conversations per shift and a conversion of 7 per cent, above the team average.
• Donor recruitment for two charities, with a fixed check of consent and details at the end of every conversation.
• Inbound calls about policies and damage claims handled and recorded in the CRM with a fixed summary.
• Four new colleagues trained through listening in, role play and feedback on their recordings.
• A list of objections for a new campaign drawn up with the team leader, with a short and honest answer to each objection.
• Callback appointments scheduled in the dialler and kept at the agreed time.

For each job, give the job title, employer, place and period, and put your current job at the top.

No work experience?

Have no call centre experience yet? A part-time job in a shop, in hospitality or in customer service shows that you deal with customers. Name work in which you had to persuade people, such as collecting or recruiting members for an association. Many call centres train new staff themselves, so your availability and the way you speak count heavily.

Action words for your CV

Action words make your work concrete. A few that work well on a CV:

• Organised
• Supervised
• Improved
• Monitored
• Planned
• Recorded
• Consulted
• Delivered
• Coordinated
• Ensured

Use each word only once per job, and only if it matches your work.

Education on your CV

Call centre work usually does not require a vocational qualification. Put your highest education at the top, with the school and the year of your diploma. An mbo (senior secondary vocational education) course in commercial service provision or a training in conversation techniques suits the work well; put it directly beneath.

List older education more briefly, so that recent work gets more space.

Skills on the call centre agent CV

Hard skills

• Outbound calling with a script
• Inbound customer calls
• Handling objections
• Dialer and CRM records

Soft skills

• Staying calm with a customer who is angry or curt
• Accepting a no and starting the next conversation fresh
• Switching quickly between the script and your own words
• Being honest about what a product does and does not do
• Keeping going through a shift with many conversations in a row

Show these qualities with a conversation you still remember: a customer who first hung up and later called you back, or an objection to which you found a good answer. One conversation you can retell persuades a team leader more than a list of qualities.

Choose five to eight hard skills that you currently use.

Give an example from your work for Outbound calling with a script, Inbound customer calls, Handling objections and Dialer and CRM records.

Certificates, languages and hobbies

For a call centre, training in conversation techniques, objection handling or customer-focused selling is the most relevant. State the provider and the year. An internal course from your employer counts too, especially if you were then given another campaign or a coaching role. List your languages with the level if you can call in another language, because call centres often look for that.

Put a certificate on your CV if it fits the role.

• Call techniques and handling objections (Academie voor Dienstverlening, 2022)

Languages in this example: Dutch (moedertaal), English (goed).

Example call centre agent CV

This is how the example looks in a real template. It is a starting point: take over the structure, not the text.

The fictional candidate is called Kevin de Wit and lives in Apeldoorn. The example carries the headline: Call centre agent · inbound and outbound.

Common mistakes on the call centre agent CV

• Not saying whether you worked inbound or outbound. For the reader these are two different roles.
• Only writing that you met your targets, without saying which targets and how.
• Leaving out the sectors and campaigns. An energy campaign calls for something different from donor recruitment.
• Not naming your availability, while many campaigns call in the evening and on Saturdays.
• Listing every short assignment through a temp agency separately. Bundle work with the same contact centre into one role.

Check the names of the contact centres and the clients. If you may not name a client, describe the sector instead, such as an energy supplier or a national charity.

Key points

• State for each role whether it was inbound, outbound or both.
• Name the sectors and the purpose of the campaigns: service, sales or recruitment.
• Describe with one example how you deal with a no.
• State your availability and the languages you can call in.

Read your CV aloud before you send it.