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Call and contact centre occupations

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.

Entry Reqirements

Level 3 NVQ; A Levels

Typical Tasks

  • Arranges for field staff to visit the caller if further assistance is required.
  • Maintains details of calls received, the action taken as a result of a call and updates customer database as required.
  • Advises on services available and sells additional products or services.
  • 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.
  • Interviews caller to establish the nature of any complaint or the requirements of the client.
  • Answers incoming telephone calls from existing or prospective customers.

Desired Skills

Active Listening, Reading Comprehension, Monitoring, Active Learning, Critical Thinking, Learning Strategies, Speaking, Writing, Mathematics, Science

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