Call Centre Advisor Resume Keywords for ATS
ATS systems for Call Centre Advisor roles prioritise customer service terminology, call handling metrics, and CRM software proficiency. Recruiters filter for specific KPIs such as Average Handling Time (AHT), First Call Resolution (FCR), and customer satisfaction scores (CSAT/NPS), so quantifiable achievements using these metrics significantly improve your ranking.
ATS keywords for a Call Centre Advisor Resume
Use these as a checklist — include the ones that genuinely apply to you, matched to the wording of the job you are targeting.
Core skills
Tools & software
Soft skills
Certifications & qualifications
How to get a Call Centre Advisor Resume past the ATS
- Include specific call centre metrics (AHT, FCR, CSAT, NPS) with numerical achievements rather than vague statements about 'good customer service'
- List CRM and telephony systems by their exact product names (e.g., 'Salesforce Service Cloud' not just 'CRM software') as ATS searches for specific platforms
- Use both spelled-out and acronym versions of key metrics on first mention (e.g., 'First Call Resolution (FCR)') to match different ATS search parameters
- Mirror the exact job title variations used in the advert such as 'Customer Service Advisor', 'Contact Centre Agent', or 'Telephone Advisor' if you've held equivalent roles
- Incorporate industry-standard phrases like 'call quality', 'service level agreements (SLA)', and 'customer retention' which are common ATS filter terms
- Quantify call volumes handled (e.g., '60+ calls per day') as ATS often scans for numerical productivity indicators
Before & after: Call Centre Advisor Resume bullets
Before: Answered phone calls from customers and helped them with their problems
After: Handled 70+ inbound calls daily, achieving 92% First Call Resolution (FCR) and maintaining Average Handling Time (AHT) of 4.5 minutes
Before: Dealt with customer complaints professionally
After: Resolved escalated complaints using CRM system (Salesforce), improving customer satisfaction scores (CSAT) from 78% to 89% over 6 months
Before: Sold products to customers over the phone
After: Achieved 115% of monthly sales targets through outbound calling and cross-selling, converting 22% of customer enquiries into product sales
Free Call Centre Advisor Resume template
Every keyword on this page, already in the section a parser expects to find it in. Fill in the bracketed fields and you have a Resume an ATS can read.
Call Centre Advisor Resume keywords — FAQ
What keywords should a Call Centre Advisor put on their Resume?
A Call Centre Advisor Resume should include core skills such as Inbound call handling, Outbound calling, Customer service, Complaint resolution, First Call Resolution (FCR), Average Handling Time (AHT), and name specific tools like CRM systems, Salesforce, Microsoft Dynamics, Zendesk, Avaya. Always match the exact terms used in the job description you are applying to.
How do I make my Call Centre Advisor Resume ATS-friendly?
Use a plain-text skills section, mirror the keywords from the job posting word-for-word, spell out acronyms once alongside their short form, and quantify your achievements. Include specific call centre metrics (AHT, FCR, CSAT, NPS) with numerical achievements rather than vague statements about 'good customer service'
What skills do employers look for in a Call Centre Advisor?
Beyond technical skills, employers screen for Communication skills, Active listening, Problem-solving, Patience. Relevant qualifications include NVQ Level 2 Customer Service, NVQ Level 3 Customer Service, Institute of Customer Service (ICS) qualification.
