Call center staff, telephone answering

What does a call center agent within phone answering do? – Tasks and work environment

A call center agent within phone answering is responsible for receiving and managing incoming calls for companies and organizations. Tasks often include transferring calls, leaving messages, providing information about opening hours, and offering basic customer service. It is common to work in open-plan offices with several colleagues, where the pace can be high and the work environment characterized by many calls throughout the workday. Flexible working hours and shift work are common, especially in operations that offer 24/7 service. Good communication skills and stress tolerance are essential qualities for success in the role.

Salary development over time

Salary levels for call center agents within phone answering have shown a clear positive trend over the past three years. In 2022, the average salary was 29,300 kronor per month, increasing to 30 500 kronor in 2023. During 2024, the average salary further rose to 32 300 kronor, representing an increase of approximately 10.2% over the three-year period. This development reflects a general trend where demand for service-oriented professions, combined with inflation and increased expectations for customer experience, has contributed to higher wages. Gender pay gaps are still noticeable, although women's wages have increased in line with men's. The industry's salary development is also affected by the balance of the labor market and the fact that many employers compete for qualified staff.

Call center agent, phone answering salary – comprehensive overview

• Average salary: 32 300 kr/month
• Lowest salary: 30,300 kr/month (women), 31,900 kr/month (men)
• Highest salary: 33,600 kr/month (women), 36,300 kr/month (men)
• Hourly wage: 194 kr
• Gender differences: Women earn 96% of what men do
• Regional differences: Data varies, but metropolitan areas often report slightly higher wages

Education and qualifications

To work as a call center agent within phone answering, usually no formal university education is required. High school education is typically sufficient, preferably with a focus on trade, administration, or service. Employers often value internal training and experience with customer contact, as well as good language skills and computer literacy. There are opportunities to supplement with shorter courses in communication and customer service to strengthen your competence.

• High school diploma: Trade and administration, 2–3 years
• Internal training: Common upon hiring
• Courses in customer service and communication: Often advantageous
• Basic computer skills: Required for effective work
• Proficiency in Swedish and English: Important in customer interactions

Common benefits and compensations

Common benefits for call center agents can include wellness allowances, subsidized meals, paid training, and sometimes bonuses linked to performance or customer satisfaction. Many employers also offer flexible working hours and remote work opportunities, especially for experienced employees. Collective agreements are common and provide security regarding vacation, pension, and sick leave.

Competition and challenges

The market for call center agents within phone answering is characterized by a relatively stable demand, with 550 available positions according to current statistics. The Employment Service assesses that job opportunities are moderate and expected to remain unchanged over the next five years. Competition for the most attractive workplaces can be fierce, especially in larger cities where many seek employment at bigger companies with better conditions. Challenges in the profession include high work pace, stress demands, and sometimes monotonous tasks. At the same time, technological changes and automation of customer service may impact the work content and future staffing needs.

Tips for those wanting to become a call center agent within phone answering

To succeed as a call center agent within phone answering, it is good to have a service-oriented attitude and be attentive to customer needs. Stress tolerance helps during high work pace and many calls throughout the day, while accuracy ensures messages and information are handled correctly. Flexibility and adaptability are important qualities, especially since tasks and working hours can vary. Good communication skills facilitate customer contact and teamwork. It is recommended to take initiative in internal training and be open to feedback to develop in the role. The ability to quickly learn new systems and routines is also an advantage, as technological tools often change. Finally, it is important to show engagement and a positive attitude, which can lead to more opportunities and increased responsibility.

Key facts about call center agents within phone answering

• Education level: High school diploma, often with a focus on service or administration
• Work environment: Office landscape with high pace and many calls
• Work form: Shift work and sometimes remote work
• Demand: Moderate, with 550 available jobs within the profession
• Special skills: Communication, computer literacy, and good language skills

Career paths and future prospects

After three to five years in the profession, there are good opportunities to advance to roles such as team leader, coach, or trainer within call center operations. Some choose to specialize in customer service for specific industries, such as banking or technology, which can lead to higher responsibility and salary. The Employment Service's forecasts show that demand for customer service staff, including call center agents within phone answering, is expected to remain unchanged over the next five years. The recruitment situation is considered balanced, meaning there is neither a shortage nor an oversupply of labor nationally. Those wishing to broaden their career can also seek roles in sales, administration, or other service professions where customer contact experience is advantageous.

Frequently asked questions about call center agents within phone answering

• What does a call center agent within phone answering earn?
  - The average salary is 32 300 kronor per month, with variation depending on experience and employer.
• What are the gender differences in salaries?
  - Women earn an average of 31 700 kronor, which is 96% of men's salary at 33 200 kronor.
• What education is required to work as a call center agent within phone answering?
  - High school education, preferably with a focus on service, along with internal training and good computer skills are usually sufficient.
• How is the job market for call center agents?
  - Demand is assessed as moderate and stable, with a balance between supply and demand, and 550 available jobs within the profession.
• What are the most common job tasks?
  - Handling calls, transferring calls, leaving messages, informing customers, and providing basic service.
• Is there potential for career development?
  - Yes, for example to team leader, coach, or specialized customer service personnel.
• What is the highest and lowest salary in the profession?
  - The highest salary is 36,300 kronor (men), 33,600 kronor (women); the lowest salary is 31,900 kronor (men), 30,300 kronor (women).