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Call and Contact Centre Occupations

Workers in this unit group receive and respond to telephone calls from potential clients and existing customers regarding the products and services offered by an organisation.

Wages

New workers
AVERAGE
Experienced
£ 9,726
£ 19,204
£ 30,640

Available jobs

In the past year there were 136,000 vacancies for this type of job

Related courses

People work towards these careers by taking these courses at college and uni.

What they do most days?

  • Arranges for field staff to visit the caller if further assistance is required.

  • Maintains details of calls received, the action taken as a result of a call and updates customer database as required.

  • Advises on services available and sells additional products or services.

  • Informs existing and potential customers on any immediate action to be taken, and refers the matter to a more senior member of staff if necessary.

  • Interviews caller to establish the nature of any complaint or the requirements of the client.

  • Answers incoming telephone calls from existing or prospective customers.

Hard Skills

Hard skills are specific, learnable, measurable, often industry or occupation-specific abilities related to a position.

Skills are ranked based on the number of job adverts that list them as required skills.

  • Call Center Experience

  • Inbound Calls

  • Outbound Calls

  • Key Performance Indicators (KPIs)

  • Booking (Sales)

  • Aftersales

  • Banking

  • Customer Relationship Management

  • Marketing

  • Cash Management

Soft Skills

Soft skills can be self-taught and usually do not necessitate a certain completed level of education.

Skills are ranked based on the number of job adverts that list them as required skills.

  • Customer Service

  • Communications

  • Sales

  • Management

  • Detail Oriented

  • Microsoft Office

  • Empathy

  • Problem Solving

  • Professionalism

  • Computer Literacy

How do I get a job like this?

People in these types of job started their career paths after studying courses like the ones below.