call centre agent

Call centre agents handle incoming or outgoing customer calls for a business. They call existing and prospective customers to promote goods and services. They also obtain sales and arrange sales visits.

ESCO Code

5244.1

NACE Code

82.2 - Activities of call centres

Alternative Labels

telemarketing agent

call centre operator

telephone sales agent

telephone sales generator

call center agent

telephone sales representative

call centre rep

call centre operative

telemarketing operator

telephone service attendant

call centre representative

call center representative

outbound call center agent

outbound telemarketer

inbound telemarketer

call centre service agent

inbound sales agent

telephone solicitor

inbound call center agent

call centre taker

outbound sales agent

telephone operator

telemarketer

inbound call centre agent

outbound call centre agent

Regulatory Aspect

To see if and how this occupation is regulated in EU Member States, EEA countries or Switzerland please consult the Regulated Professions Database of the Commission. Regulated Professions Database:

http://ec.europa.eu/growth/single-market/services/free-movement-professionals/qualifications-recognition_en

Skills & Competences

Essential Skills and Competences

adapt to changing situations communicate by telephone create solutions to problems guarantee customer satisfaction handle tasks independently have computer literacy keep task records listen actively perform multiple tasks at the same time present reports process data speak different languages tolerate stress use customer relationship management software

Essential Knowledge

characteristics of products characteristics of services credit card payments

Optional Skills and Competences

answer incoming calls apply operations for an ITIL-based environment educate on data confidentiality handle helpdesk problems perform data analysis perform escalation procedure prioritise requests provide ICT support provide customer follow-up services think proactively

Optional Knowledge

communication principles e-commerce systems e-procurement knowledge base teamwork principles

Skills Group Share

Concept status

Concept Uri

http://data.europa.eu/esco/occupation/0ededdc2-050a-4ec3-8e70-6295105fcd19

Status

released

Occupations