Definition: What is a Call Center Representative, What Does He Do?

As a call center agent, you usually work in an open-plan office or from home with a computer. You are the first point of contact for customers who want to contact your company.

You don't need a specific education to work as a call center agent, so career changers or students have a better chance of finding a job.

Working Environment at Juvenis

We offer the opportunity to work from home in our offices selected from the central locations that employees can reach most easily or depending on the pandemic situation.

We use top-of-the-line calling software powered by smart outgoing calls and powerful call center features to increase customer engagement and connection speed.

We give our agents the right call center software to work efficiently and avoid manual tasks to focus more on customer interactions. With an organized desktop, agents can manage multiple tasks such as call handling, accessing customer information from a single window to reduce average processing time. Additional features such as leaving a voicemail and scheduling a callback allow agents to be more productive by reducing idle time.

Representatives can automatically display customer information on the screen with each call in the system. In the light of the information given in the training, it informs the Agent about the called customer and the Agent can make arrangements from the system.

The call is then transferred to the quality unit, the interviews are listened to and their suitability is checked.

The listening team not only checks the quality of the interviews, but also determines the training needs of the staff in accordance with that certain agent, and gives feedback regularly.

How to become a call center representative? What are the Requirements and Skills?

Although this profession is relatively easy to do, you will be expected to meet a few important requirements.

Training and Duties

There is no classical education to be a call center representative in Turkey.

Private education institutions, on the other hand, offer training courses that can be configured very differently in terms of content. The courses offered there usually last between three months and ten months.

Qualifications and Skills

Call center companies are in increasing demand. Especially large companies often have their own call centers or outsource this task to outside service providers.

Good linguistic expression should be combined with very good spelling and grammar skills.

Also, a call center agent is unthinkable without empathy and other social skills.

Business knowledge and a willingness to learn new things about products or services are key qualities you should bring with you.

Because many phone calls dominate your workday, you need a flexible voice. That's why you should be able to express yourself clearly to callers throughout the day.

Another important feature you should have is a friendly and polite demeanor. Customers want to lessen their frustration with a call center agent about a certain thing or situation, so you should be able to demonstrate good communication skills, especially in such conversations.

You should also have basic knowledge of using a computer.

In order to quickly grasp the customer's problem, you also need to have a good grasp of the business. Even if your stress resilience is not high enough, your tendency to be disappointed should be low if you want to be successful as a call center agent.

If you have these qualities and you can combine them with a positive perspective and combine them with empathy and persuasion, it will definitely be fun to work as a call center representative.

Application as a Call Center Representative

When applying as a call center representative, your social skills should be emphasized. Your good communication skills should be combined with good linguistic expression.

When applying as a call center representative, it is important to write your qualifications on your resume, for example: 'quick grasp'. You can then highlight your communication skills in your application letter.

The interview for the position as a call center agent is more important than your CV: Here you have to prove that you are good at social skills and the strength of your good communication skills.


In a successful resume, a person does not just describe himself.

In order for your resume to be as convincing and clear as possible, you should carefully consider which skills you want to stand out with. Of course, you should also tailor your resume for the position you want, making sure it aligns with your application letter in terms of content and layout. Avoid using boring standard templates, because they don't look good and don't make a particularly positive impression.

Job Interview

A little preparation for a job interview can increase your chances of success much more than you can imagine. If you have the knowledge of what to do and what not to do in the interview, there is no reason why your interview should not be as easy as pie. We have compiled 35 recommendations for you that experts draw attention to.

It is not as difficult as it seems to display a positive and effective attitude that will change the course of the interview. Employers pay attention to the following points in interviews:

  • Appearance: Do you look stylish and professional enough?
  • Behavior: Are all your actions in line with professional language and etiquette?
  • Body Language: Does the body language you use make you look serious and responsible?
  • Reliability: Can you create the confidence to get the job done?

Here are 34 tips you should pay attention to in a job interview.

  • Be prepared.
  • Find out about the company and employer you went to for the job interview.
  • Keep up to date with the latest developments in the company.
  • Follow the resources needed to gain insight into the industry.
  • Arrive early for the meeting.
  • Before the interview, do question and answer exercises on your own.
  • Dress stylishly and neatly.
  • Sit straight and upright.
  • Speak confidently.
  • Make eye contact with the person you are interviewing in a way that is not disturbing.
  • Consider a reasonable amount of time before answering questions. Do not answer in haste.
  • Make jokes without missing the measure.
  • Make positive posts about the company you are talking to on your social media account.
  • Let your latest posts on your social media account be something serious and positive about your job, profession or industry.
  • Use language appropriate for the business environment. Use lots of industry and profession-related terms as you speak to show your experience.
  • Be yourself, be natural. Remember that you will get the job because of the qualities you have that make you you.
  • Your interview: Understand that this is an opportunity for the employer to recognize you as a resourceful, knowledgeable, experienced and pleasant person, and keep this in mind.
  • Consider your career goals and clearly define your reasons for wanting the job.
  • Practice job interviews with your friends or spouse.
  • Gather the questions asked in each job interview and prepare answers to them.
  • Have a good breakfast before the interview.
  • Remember that you need to impress everyone in the conversation, not just the managers.
  • Before you enter the interview, take a few minutes, breathe deeply and try to relax.
  • Don't bother yourself during the interview. Do not play with your fingers, do not scratch your neck or face. Be calm and relaxed.
  • Don't stress yourself out by dwelling on negative possibilities.
  • Never speak in an unprofessional language.
  • Don't forget to smile.
  • There may be questions you get stuck on, don't let them put you down.
  • Don't talk negatively about your old workplaces.
  • Don't praise yourself too much. Modesty in moderation is a powerful tool.
  • Remember to highlight your strengths.
  • Don't talk about your weaknesses and shortcomings unless you have to.
  • Don't get into unprofessional, personal matters.
  • Don't drink too much caffeine before the interview.
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