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

  • $969 Weekly Pay
  • 35,400 workers Employment Size
  • Moderate Future Growth
  • Lower skill Skill level rating
  • Higher unemployment Unemployment
  • 63.4% Full-Time Full-Time Share
  • 33.1 hours Average full-time
  • 33 years Average age
  • 67.0% female Gender Share

The number of Call or Contact Centre Workers grew strongly over the past 5 years and is expected to grow moderately over the next 5 years:
from 35,400 in 2017 to 37,100 by 2022.
There are likely to be around 41,000 job openings over this time from workers leaving and new jobs being created (a large number for an occupation of this size).

  • Size: This is a large occupation.
  • Unemployment: Unemployment was above average in 2017.
  • Location: Call or Contact Centre Workers work in most regions of Australia.
  • Industries: Most work in Administrative and Support Services; Public Administration and Safety; and Financial and Insurance Services.
  • Earnings: Full-time workers earn 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.
  • Full-time: Many work full-time (63.4%, similar to the all jobs average of 68.4%).
  • Hours: Full-time workers spend around 33.1 hours per week at work (compared to the all jobs average of 40.0 hours).
  • Age: The average age is 33 years (compared to the all jobs average of 40 years).
  • Gender: 67% of workers are female (compared to the all jobs average of 46.7%).

Employment Outlook

Number of Workers

Source: ABS Labour Force Survey, Department of Jobs and Small Business trend data to May 2017 and Department of Jobs and Small Business projections to 2022.
YearNumber of Workers
200731100
200829900
200936600
201035400
201134900
201232200
201333800
201433200
201529600
201628300
201735400
202237100

Weekly Earnings

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

Main Industries

Main Employing Industries (% Share)

Source: Based on ABS Labour Force Survey, annual average 2017, 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 Services23.7
Public Administration and Safety18.3
Financial and Insurance Services16.2
Information Media and Telecommunications6.8
Other Industries35.0

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 2017, 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
NSW31.431.6
VIC25.326.2
QLD26.319.7
SA7.66.7
WA5.010.8
TAS3.42.0
NT0.61.1
ACT0.51.8

Age Profile

Age Profile (% Share)

Source: Based on ABS Labour Force Survey, annual average 2017, 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
15-192.3-5.25.2
20-2420.5-9.99.9
25-3432.8-23.623.6
35-4415.8-21.721.7
45-5422.8-20.820.8
55-591.8-8.88.8
60-642.0-6.06.0
65 and Over2.2-4.04.0

Education Level

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 Certificate0-8.68.6
Bachelor degree13.2-17.917.9
Advanced Diploma/Diploma25-10.110.1
Certificate III/IV21-18.918.9
Year 1227.2-18.718.7
Years 11 & 1013.6-17.717.7
Below Year 100-8.18.1

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.

Before starting a course, check it will provide you with the skills and qualifications you need.

  • Compare undergraduate and postgraduate student experiences and outcomes on the QILT website.
  • Compare Vocational Education and Training (VET) courses, providers and student outcomes on the My Skills website.
  • You might be interested in Tourism, Travel and Hospitality VET training pathways on the AAPathways website.

The course listings on this page are provided by Good Education Group.

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

Knowledge

These are important topics, subjects or knowledge areas.

  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.

Occupational Information Network
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 43-4051.00 - Customer Service Representatives.

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

These are kinds of activities workers regularly do in this job.

  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
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 43-4051.00 - Customer Service Representatives.

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