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.
Also called: telemarketing agent, call centre operator, telephone sales agent, telephone sales generator, call center agent, telephone sales representative, call centre rep, call centre operative
- 17
- essential skills
- 15
- optional skills
- 8
- related roles
- 5244
- ISCO-08 group
Where you can go from here
8 rolesOccupations sharing the most essential skills with this one. The number is a count, not an opinion.
- live chat operatorWhat changes?10 skills in common
- car leasing agent9 skills in common
- customer service representative6 skills in common
- ICT help desk agent6 skills in common
- sales processor6 skills in common
- technical sales representative5 skills in common
- technical sales representative in electronic and telecommunications equipment5 skills in common
- technical sales representative in the textile machinery industry5 skills in common
Essential skills
17- adapt to changing situations
- characteristics of products
- characteristics of services
- communicate by telephone
- create solutions to problems
- credit card payments
- 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
Optional skills
15- answer incoming calls
- apply operations for an ITIL-based environment
- communication principles
- e-commerce systems
- e-procurement
- educate on data confidentiality
- handle helpdesk problems
- knowledge base
- perform data analysis
- perform escalation procedure
- prioritise requests
- provide customer follow-up services
- provide ICT support
- teamwork principles
- think proactively
Definition and skills from ESCO, published by the European Commission. Source concept
No account needed to start
How close are you to being a call centre agent?
MyNodes reads your CV once, maps it to this same taxonomy, and shows you which roles you are already closest to and the few skills that would open the most doors. The file is deleted as soon as it has been read.