Call and contact centre occupations

£20,800

Average Annual Pay

Annual Survey of Hours and Earning 2017

39

Average Weekly Hours

Annual Survey of Hours and Earning 2015

5.39%

Unemployment Rate

Labour Force Survey 2018

Future employment projections (Working Futures UK)

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.

Qualifications

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.

Typical 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.

Common job titles

Operator, callcentre
Operative, centre, call
Handler, call
Operator, response, serviceline
Operator, services, customer
Adviser, retention, sales
Agent, enquiry
Agent, centre, call
Adviser, centre, call
Adviser, service, customer (call centre)
Operator, line, answer
Agent, centre, contact
Telephonist, centre, call
Clerk, lines, personal
Operator, centre, call
Adviser, telephone
Adviser, lines, personal
Adviser, communications (telecommunications)
Operator, service, customer
Clerk, telephone
Associate, collections
Operator, centre, contact
Adviser, centre, contact
Operator, response, tele
Adviser, customer
Clerk, order, mail
Adviser, management, customer
Operator, helpline
Operative, service, customer

Education background

Destination of Leavers survey, supplied by the Higher Education Statistics.