Potential earnings
£37,506.69
Call and contact centre occupations receive and respond to telephone calls from potential clients and existing customers regarding the products and services offered by an organisation.
Main 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.
Source: Office for National Statistics.
Salary and earnings
Average earnings
£23,984.00
Source: Office for National Statistics' Annual Survey of Hours and Earnings (ASHE).
Skills & knowledge
The top 5 most important skills and knowledge requirements relevant to this career.
Active Listening
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Reading Comprehension
Understanding written sentences and paragraphs in work related documents.
Monitoring
Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Active Learning
Understanding the implications of new information for both current and future problem-solving and decision-making.
Critical Thinking
Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Customer and Personal Service
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Clerical
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
Computers and Electronics
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
English Language
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Mathematics
Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
What course level do I need to study?
The level of study required will vary with each job, sector and company. The table below shows the level of study achieved by those currently working in this career choice.
Educational requirements: Level 3 NVQ; A Levels
Source: Office for National Statistics.
| Level of study | Percentage achieved |
|---|---|
| Level 0 | 1% |
| Level 1 | 7% |
| Level 2 | 25% |
| Level 3 | 33% |
| Level 4-5 (Higher Education) | 10% |
| Level 6 (Bachelors) | 21% |
| Level 7 (Masters or equivalent) | 3% |
Source: Labour Force Survey (LFS) data.
Similar careers
Company Secretaries and Administrators
Company secretaries (excluding professional/chartered company secretaries) file and maintain company records, translate notes and dictation into typewritten form and perform other clerical tasks within commercial organisations.
Average Salary:
£13,749.05
Receptionists
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Average Salary:
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Economic data for careers is provided by Lightcast and also available through our Career Coach app. Job postings, employment and earnings information is represented at the regional level for the East Midlands.
