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.

    You can work as a Call or Contact Centre Worker without formal qualifications. Some on the job training may be provided. A course in customer service might be helpful.

    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

    More about Call or Contact Centre Workers

    All Call or Contact Centre Workers

    All Call or Contact Centre Workers

    • $1,196 Weekly Pay
    • Moderate Future Growth
    • Average unemployment Unemployment
    • 34,800 workers Employment Size
    • Lower skill Skill level rating
    • 66% Full-Time Full-Time Share
    • 40 hours Average full-time
    • 34 years Average age
    • 70% female Gender Share

    The number of people working as Call or Contact Centre Workers (in their main job) is about the same as 5 years ago and is expected to grow over the next 5 years:
    from 34,800 in 2018 to 36,600 by 2023.
    Job openings can come from new jobs being created, but most come from turnover (workers leaving).
    There are likely to be around 40,000 job openings over 5 years (that's about 8,000 a year).

    • Size: This is a large occupation.
    • Unemployment: Unemployment was average in 2018.
    • Location: Call or Contact Centre Workers work in many regions of Australia.
    • Industries: Most work in Financial and Insurance Services; Public Administration and Safety; and Administrative and Support Services.
    • Earnings: Full-time workers on an adult wage earn around $1,196 per week (below the average of $1,460). Earnings tend to be lower when starting out and higher as experience grows.
    • Full-time: Many work full-time (66%, similar to the average of 66%).
    • Hours: Full-time workers spend around 40 hours per week at work (compared to the average of 44 hours).
    • Age: The average age is 34 years (compared to the average of 40 years).
    • Gender: 70% of workers are female (compared to the average of 48%).

    Employment Outlook

    Number of Workers

    Source: ABS Labour Force Survey, Department of Jobs and Small Business trend data to May 2018 and Department of Jobs and Small Business projections to 2023.
    YearNumber of Workers
    200829900
    200936600
    201035200
    201135000
    201232400
    201334000
    201433100
    201529900
    201628700
    201735200
    201834800
    202336600

    Weekly Earnings

    Weekly Earnings (Before Tax)

    Source: Based on ABS Survey of Employee Earnings and Hours (cat. no. 6306.0), May 2018, Customised Report. Median weekly total cash earnings for full-time non-managerial employees paid at the adult rate. Earnings are before tax and include amounts salary sacrificed. 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 Earnings11961460

    Main Industries

    Main Employing Industries (% Share)

    Source: Based on ABS Census 2016, Customised Report. Industries are based on the Australian and New Zealand Standard Industrial Classification (ANZSIC 06).
    Main Employing IndustriesIndustry (% share)
    Financial and Insurance Services20.1
    Public Administration and Safety19.2
    Administrative and Support Services16.4
    Information Media and Telecommunications6.2
    Other Industries38.1

    States and Territories

    • NSW

    • VIC

    • QLD

    • SA

    • TAS

    • NT

    • ACT

    Employment by State and Territory (% Share)

    Source: Based on ABS Census 2016, 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
    NSW29.631.6
    VIC29.025.6
    QLD22.120.0
    SA8.27.0
    WA6.010.8
    TAS3.72.0
    NT0.31.0
    ACT1.21.9

    Age Profile

    Age Profile (% Share)

    Source: Based on ABS Census 2016, 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
    15-193.2-5.05.0
    20-2416.9-9.39.3
    25-3431.0-22.922.9
    35-4420.3-22.022.0
    45-5416.5-21.621.6
    55-596.5-9.09.0
    60-644.0-6.06.0
    65 and Over1.6-4.24.2

    Education Level

    Highest Level of Education (% Share)

    Source: ABS Census 2016, Customised Report. Highest qualification completed by workers in this job (in any field of study). 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 Certificate3.7-10.110.1
    Bachelor degree14.6-21.821.8
    Advanced Diploma/Diploma12.4-11.611.6
    Certificate III/IV18.8-21.121.1
    Year 1233.4-18.118.1
    Year 116.2-4.84.8
    Year 10 and below11.0-12.512.5

    You can work as a Call or Contact Centre Worker without formal qualifications. Some on the job training may be provided. A course in customer service might be helpful.

    Thinking about study or training?

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

    • 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.

    Or check out related courses on Job Outlook.

    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.

    Filter Skills & Knowledge

    Knowledge

    These are important topics, subjects or knowledge areas.

    1. Customer and personal service

      75% Skill level

      Understanding customer needs, providing good quality service, and measuring customer satisfaction.

    2. Computers and electronics

      57% Skill level

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

    3. Clerical

      57% Skill level

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

    4. English language

      53% Skill level

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

    5. Mathematics

      42% Skill level

      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 skills and 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.

    Filter Work Environment

    Demands

    The physical and social demands workers face most often are shown below.

    1. Telephone

      100% Important

      Talk on the telephone.

    2. Contact with people

      97% Important

      Have contact with people by telephone, face-to-face, or any other way.

    3. Electronic mail

      90% Important

      Use electronic mail.

    4. Face-to-face discussions

      89% Important

      Talk with people face-to-face.

    5. Being exact or accurate

      88% Important

      Be very exact or highly accurate.

    Occupational Information Network
    O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
    The skills and 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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