7211- CALL AND CONTACT CENTRE OCCUPATIONS

Job Title: 

CALL AND CONTACT CENTRE OCCUPATIONS

Alternate Titles: 

Call centre agent,Call centre operator,Customer service adviser (call centre),Customer service operator

Job Description: 

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.

Education: 

There are no formal academic entry requirements, although many employers expect candidates to possess GCSEs/S grades. Training is typically provided on-the-job, supplemented by specialist short courses.
Refer The S/NVQ framework for more details

NS-SEC: 

The simplified NS-SEC analytic class for this code is 3
The simplified NS-SEC operational category for this code is 7.2
Refer The National Statistics Socio-economic Classification for more details

Tasks: 


  • answers incoming telephone calls from existing or prospective customers;
  • interviews caller to establish the nature of any complaint or the requirements of the client;
  • 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;
  • advises on services available and sells additional products or services;
  • maintains details of calls received, the action taken as a result of a call and updates customer database as required;
  • arranges for field staff to visit the caller if further assistance is required.
International Careers(ISCO): 
Similar O*NET Careers (USA) : 
Source Of Info: 

Office of National Statistics UK