Call centre agent

Code 5244.1

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.

Essential skills

Knowledge

characteristics of products
characteristics of services
credit card payments

Skills and competences

speak different languages
adapt to changing situations
communicate by telephone
create solutions to problems
guarantee customer satisfaction
keep task records
listen actively
process data
have computer literacy
use customer relationship management software

Transversal competences

show confidence
present reports
handle tasks independently
perform multiple tasks at the same time
tolerate stress

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What to assess for this role

Technical knowledge can be verified with tests and references. What never shows up on a CV are the transversal competences, and they explain most failed hires. Before closing, it pays to measure them with a standardised battery.

See psychometric assessment

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Sources

This service uses the ESCO classification of the European Commission and the Mapha Taxonomy developed by OTIC SOFOFA (CC BY 4.0), in an adapted version. Group codes come from the ILO's ISCO-08. See sources and licences