Call or Contact Centre Workers respond to telephone, Internet and email inquiries and complaints about an organisation's goods and services, and promote the goods and services.

Call or Contact Centre Team Leaders usually need a Certificate III including at least 2 years of on-the-job training, or a Certificate IV, or at least 3 years of relevant experience. Call or Contact Centre Operators usually need a Certificate II or III, or at least 1 year of relevant experience. Sometimes experience or on-the-job training is needed in addition to a qualification.

Tasks

  • answering incoming calls, emails and messages, and assisting customers with their specific inquiries
  • identifying requirements and recording information into computer systems
  • coaching staff and assisting call centre operators to resolve problems and customer inquiries
  • developing rosters and managing staff numbers to meet work flows
  • listening to calls conducted by call centre operators and providing performance feedback
  • monitoring and timing calls
  • creating further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer
  • updating databases to reflect changes to the status of customers and prospective customers
  • arranging the despatch of goods, information kits and brochures to customers and interested parties
  • undertaking clerical duties, such as faxing, and filling out paperwork, and liaising with other departments associated with completing the customer contact
  • issuing invoices and receiving electronic payments for goods and services provided

Job Titles

  • Call or Contact Centre Team Leader
  • Call or Contact Centre Operator
  • Call or Contact Centre Team Leader (also called Call or Contact Centre Supervisor)

    Oversees and determines work requirements, monitors telephone calls, coaches and allocates duties to Call or Contact Centre Operators.

    Specialisations: Call or Contact Centre Coach, Call or Contact Centre Workforce Planner

  • Call or Contact Centre Operator

    Answers customer telephone, Internet and email inquiries about goods and services, and promotes the goods and services.

Fast Facts

  • Avg. Weekly Pay

    $969 Before Tax
  • Future Growth

    moderate
  • Skill Level

    Certificate II or III
  • Employment Size

    34,000
  • Unemployment

    above average
  • Male Share

    33.8%
  • Female Share

    66.2%
  • Full-Time Share

    72.5%

Find Vacancies

This is a large occupation employing 34,000 workers. Over the past 5 years the number of jobs has stayed about the same.
Moderate growth is expected in the future. New jobs and turnover from workers leaving may create between 25,001 and 50,000 job openings over the 5 years to 2020.

  • Call or Contact Centre Workers work in most parts of Australia.
  • They mainly work in: Administrative and Support Services; Financial and Insurance Services; and Public Administration and Safety.
  • Full-time work is common. Full-time workers, on average, work 35.3 hours per week (compared to the all jobs average of 40 hours).
  • Average earnings for full-time workers are around $969 per week (below the all jobs average of $1,230). Earnings tend to be lower when starting out and higher as experience grows.
  • The workforce is fairly young. The average age is 33 years (compared to the all jobs average of 40 years). Around 2 in 10 workers are young (aged 15 to 25 years).
  • Around 7 in 10 workers are female.
  • In 2016, the unemployment rate was above average.

Employment Outlook

Number of Workers

Source: ABS Labour Force Survey, Department of Employment trend data to November 2015 and Department of Employment projections to 2020.
YearNumber of Workers
200530100
200630000
200730700
200832900
200937700
201034500
201135100
201229800
201334900
201429400
201534000
202036500

Weekly Earnings

Full-time Earnings

All Jobs Average

Weekly Earnings (before tax)

Source: Based on ABS Characteristics of Employment survey, August 2015, Cat. No. 6333.0, Customised Report. Median earnings are before tax and do not include superannuation. Earnings can vary greatly depending on the skills and experience of the worker and the demands of the role. These figures should be used as a guide only, not to determine a wage rate.
EarningsCall or Contact Centre WorkersAll Jobs Average
Full-Time Earnings9691230

Hours

Weekly Hours Worked

Source: Based on ABS Labour Force Survey, annual average 2016, Cat. No. 6291.0.55.003: Customised Report. Hours actually worked by people who usually work full-time, and share of employment by full-time and part-time status, for this job compared to the all jobs average.
CategoryCall or Contact Centre WorkersAll Jobs Average
Full-time72.568.4
Part-time27.531.6
Average Weekly Hours (full-time)35.340.0

Main Industries

Top Industries

Main Employing Industries (% share)

Source: Based on ABS Labour Force Survey, annual average 2016, Cat. No. 6291.0.55.003: Customised Report. Industries are based on the Australian and New Zealand Standard Industrial Classification (ANZSIC 06).
Main Employing IndustriesIndustry (% share)
Administrative and Support Services30.5
Financial and Insurance Services18.3
Public Administration and Safety14.0
Transport, Postal and Warehousing8.8
Other Industries28.4

States and Territories

  • NSW

  • VIC

  • QLD

  • SA

  • TAS

  • NT

  • ACT

Employment by State and Territory (% share)

Source: Based on ABS Labour Force Survey, annual average 2016, Cat. No. 6291.0.55.003: Customised Report. Share of workers across Australian States and Territories, in this job compared to the all jobs average.
StateCall or Contact Centre WorkersAll Jobs Average
NSW32.631.8
VIC22.125.5
QLD26.919.8
SA7.36.8
WA4.211.2
TAS5.02.0
NT0.21.1
ACT1.81.8

Age Profile

Age Profile (% share)

Source: Based on ABS Labour Force Survey, annual average 2016, Cat. No. 6291.0.55.003: Customised Report. Age profile of workers in this job compared to the all jobs average.
Age BracketCall or Contact Centre WorkersAll Jobs AverageAll Jobs Average
15-193.0-5.45.4
20-2418.5-9.99.9
25-3435.6-23.423.4
35-4419.7-21.721.7
45-5414.1-21.121.1
55-596.0-8.78.7
60-642.2-5.95.9
65 and Over1.0-3.83.8

Gender

Male Share

Female Share

Gender (% share)

Source: Based on ABS Labour Force Survey, annual average 2016, Cat. No. 6291.0.55.003: Customised Report. Male and female share of employment in this job compared to the all jobs average.
CategoryCall or Contact Centre WorkersCategoryAll Jobs Average
Males33.8Males53.6
Females66.2Females46.4

Education Level

Top Education Levels

Highest Level of Education (% share)

Source: ABS, Education and Work (2016). Findings based on use of ABS TableBuilder data. Highest qualification completed by workers in this job (in any field of study). Skill level requirements can change over time, the qualifications needed by new workers might be different from the qualifications of workers already in the job.
Type of QualificationCall or Contact Centre WorkersAll Jobs AverageAll Jobs Average
Post Graduate/Graduate Diploma or Graduate Certificate0.0-8.68.6
Bachelor degree13.2-17.917.9
Advanced Diploma/Diploma25.0-10.110.1
Certificate III/IV21.0-18.918.9
Year 1227.2-18.718.7
Years 11 & 1013.6-17.717.7
Below Year 100.0-8.18.1

Call or Contact Centre Team Leaders usually need a Certificate III including at least 2 years of on-the-job training, or a Certificate IV, or at least 3 years of relevant experience. Call or Contact Centre Operators usually need a Certificate II or III, or at least 1 year of relevant experience. Sometimes experience or on-the-job training is needed in addition to a qualification.

If you are interested in this style of work, there are a wide range of training options available that could lead to this or a similar job.
The pathway that is right for you will depend on your skills and interests.

It is a good idea to speak to industry bodies, employers, and workers to learn more about the skills and qualifications you will need.

Employers look for Call or Contact Centre Workers who can communicate clearly with others and provide good customer service.

Knowledge

The topics, subjects, or knowledge areas workers rate as most important are shown below.

  1. Customer and Personal Service

    89% Important

    Customer and personal services. This includes understanding customer needs, providing good quality service, and measuring customer satisfaction.

  2. English Language

    72% Important

    English language including the meaning and spelling of words, rules of composition, and grammar.

  3. Clerical

    70% Important

    Word processing, managing files and records, stenography and transcription, designing forms, and other office work.

  4. Computers and Electronics

    66% Important

    Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

  5. Mathematics

    56% Important

    Arithmetic, algebra, geometry, calculus, or statistics.

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Learn about the daily activities, and physical and social demands faced by workers. Explore the values and work styles that workers rate as most important.

Activities

The work activities workers rate as most important are shown below.

  1. Getting Information

    87% Important

    Looking for, getting and understanding different kinds of information.

  2. Interacting With Computers

    85% Important

    Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.

  3. Communicating with Persons Outside Organization

    84% Important

    Communicating with customers, the public, government, and others in person, in writing, or by telephone or e-mail.

  4. Communicating with Supervisors, Peers, or Staff

    84% Important

    Giving information to supervisors, co-workers, and staff by telephone, in written form, e-mail, or in person.

  5. Building Good Relationships

    82% Important

    Building and keeping constructive and cooperative working relationships with others.

Occupational Information Network Switchboard Operators, Including Answering Service Opens in a new window
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration. The information on this site is derived from the US Department of Labor O*NET Database Version 21.2

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