call centre agent (EN)
ISCO 5244 · v1.2.1
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.
Classification skills are not a measurement of your proficiency or future displaced hours.
Source aliases (EN)
- 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
Skills and knowledge
Essential (EN) · 17
- guarantee customer satisfaction
- create solutions to problems
- perform multiple tasks at the same time
- characteristics of products
- speak different languages
- keep task records
- credit card payments
- adapt to changing situations
- use customer relationship management software
- listen actively
- present reports
- have computer literacy
- tolerate stress
- communicate by telephone
- process data
- characteristics of services
- handle tasks independently
Optional (EN) · 15
- handle helpdesk problems
- perform data analysis
- e-procurement
- knowledge base
- answer incoming calls
- educate on data confidentiality
- perform escalation procedure
- teamwork principles
- e-commerce systems
- provide ICT support
- apply operations for an ITIL-based environment
- provide customer follow-up services
- think proactively
- prioritise requests
- communication principles
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