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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.
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
Answers customer telephone, Internet and email inquiries about goods and services, and promotes the goods and services.
Earnings are for full-time workers before tax, excluding superannuation. Earnings are a guide only and can vary greatly.
Likely change in the number of jobs over the next 5 years, based on the Department of Employment projections.
Skill Level is the education or training usually needed to do well in this job. Relevant experience is sometimes viewed just as highly.
Employment Size is the number of people who work in this job in Australia.
An above average unemployment rate shows people who do this job are more likely to be out of work than people who do other jobs.
Full-time workers usually work 35 hours or more a week (in all their jobs combined).
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 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.
The topics, subjects, or knowledge areas workers rate as most important are shown below.
Customer and personal services. This includes understanding customer needs, providing good quality service, and measuring customer satisfaction.
English language including the meaning and spelling of words, rules of composition, and grammar.
Word processing, managing files and records, stenography and transcription, designing forms, and other office work.
Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
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.
The work activities workers rate as most important are shown below.
Looking for, getting and understanding different kinds of information.
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Communicating with customers, the public, government, and others in person, in writing, or by telephone or e-mail.
Giving information to supervisors, co-workers, and staff by telephone, in written form, e-mail, or in person.
Building and keeping constructive and cooperative working relationships with others.