Description
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.Main Tasks
- Answers incoming telephone calls from existing or prospective customers;
- Interviews caller to establish the nature of any complaint or the requirements of the client;
- 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;
- Advises on services available and sells additional products or services;
- Maintains details of calls received, the action taken as a result of a call and updates customer database as required;
- Arranges for field staff to visit the caller if further assistance is required.
Qualifications
There are no formal academic entry requirements, although many employers expect candidates to possess GCSEs/S grades. Training is typically provided on-the-job, supplemented by specialist short courses.What Call and contact centre occupations studied in higher education
Occupation | Percentage Value |
---|---|
(C9) Others in biological sciences | 1 |
(L4) Social policy | 1 |
(L7) Human & social geography | 1 |
(G1) Mathematics | 1 |
(W2) Design studies | 3 |
(L3) Sociology | 6 |
(C1) Biology | 1 |
(F1) Chemistry | 1 |
(C8) Psychology | 7 |
(F7) Science of aquatic & terrestrial environments | 1 |
(W3) Music | 2 |
(F8) Physical geographical sciences | 1 |
(W6) Cinematics & photography | 3 |
(Q3) English studies | 5 |
(L2) Politics | 2 |
(K1) Architecture | 1 |
(R4) Spanish studies | 1 |
(R1) French studies | 1 |
(N5) Marketing | 2 |
(W4) Drama | 3 |
(M1) Law by area | 2 |
(M2) Law by topic | 3 |
(J9) Others in technology | 1 |
(I2) Information systems | 1 |
(N8) Hospitality, leisure, sport, tourism & transport | 2 |
(B9) Others in subjects allied to medicine | 1 |
(P5) Journalism | 2 |
(F4) Forensic & archaeological sciences | 1 |
(V5) Philosophy | 1 |
(L1) Economics | 1 |
(N1) Business studies | 5 |
(X3) Academic studies in education | 2 |
(L5) Social work | 2 |
(V6) Theology & religious studies | 1 |
(X1) Training teachers | 1 |
(K4) Planning (urban, rural & regional) | 1 |
(N4) Accounting | 2 |
(C6) Sport & exercise science | 4 |
(P3) Media studies | 3 |
(N2) Management studies | 2 |
(V1) History by period | 4 |
(N3) Finance | 1 |
(L6) Anthropology | 1 |
(I1) Computer science | 3 |