Call Centre or Contact Centre Operators answer customer telephone calls, as well as Internet and email inquiries about goods and services, and promote the goods and services on the business.

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

    Tasks

    • Answers incoming calls, emails and messages, and assists customers with their specific inquiries.
    • Identifies requirements and records information into computer systems.
    • Creates further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer.
    • Updates databases to reflect changes to the status of customers and prospective customers.
    • Arranges the dispatch of goods, information kits and brochures to customers and interested parties.
    • Undertakes clerical duties, such as faxing, and filling out paperwork, and liaising with other departments associated with completing the customer contact.
    • Issues invoices and receives electronic payments for goods and services provided.

    More about Call or Contact Centre Workers

    All Call or Contact Centre Workers

    • $1,196 Weekly Pay
    • Moderate Future Growth
    • Average unemployment Unemployment

    Call Centre or Contact Centre Operators

    • 28,800 workers Employment Size
    • Lower skill Skill level rating
    • 65% Full-Time Full-Time Share
    • 39 hours Average full-time
    • 34 years Average age
    • 71% female Gender Share

    The number of people working as Call Centre or Contact Centre Operators (in their main job) grew very strongly over 5 years:
    from 22,700 in 2011 to 28,800 in 2016.

    • Size: This is a large occupation.
    • Location: Call Centre or Contact Centre Operators work in many regions of Australia.
    • Industries: Most work in Financial and Insurance Services; Public Administration and Safety; and Administrative and Support Services.
    • Full-time: Many work full-time (65%, similar to the average of 66%).
    • Hours: Full-time workers spend around 39 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: 71% of workers are female (compared to the average of 48%).

    Employment Outlook

    Number of Workers

    No data is available for the selected graph for this Occupation.

    Weekly Earnings

    Weekly Earnings (Before Tax)

    No data is available for the selected graph for this Occupation.

    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 Services19.8
    Public Administration and Safety19.7
    Administrative and Support Services16.6
    Transport, Postal and Warehousing6.2
    Other Industries37.7

    States and Territories

    • NSW

    • VIC

    • QLD

    • SA

    • TAS

    • NT

    • ACT

    Employment by State and Territory (% Share)

    Source: Based on 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 Centre or Contact Centre OperatorsAll Jobs Average
    NSW29.731.6
    VIC28.925.6
    QLD21.920.0
    SA8.27.0
    WA6.010.8
    TAS3.82.0
    NT0.31.0
    ACT1.21.9

    Age Profile

    Age Profile (% Share)

    Source: Based on Based on ABS Census 2016, Customised Report. Age profile of workers in this job compared to the all jobs average.
    Age BracketCall Centre or Contact Centre OperatorsAll Jobs AverageAll Jobs Average
    15-193.4-5.05.0
    20-2417.7-9.39.3
    25-3430.5-22.922.9
    35-4419.8-22.022.0
    45-5416.4-21.621.6
    55-596.5-9.09.0
    60-644.0-6.06.0
    65 and Over1.7-4.24.2

    Education Level

    Highest Level of Education (% Share)

    Source: ABS, 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 Centre or Contact Centre OperatorsAll Jobs AverageAll Jobs Average
    Post Graduate/Graduate Diploma or Graduate Certificate3.6-10.110.1
    Bachelor degree14.3-21.821.8
    Advanced Diploma/Diploma12.0-11.611.6
    Certificate III/IV18.7-21.121.1
    Year 1233.7-18.118.1
    Year 116.3-4.84.8
    Year 10 and below11.3-12.512.5

    You can work as a Call Centre or Contact Centre Operator 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

      How often do you talk on the telephone?

    2. Contact With Others

      97% Important

      How much do you have contact with people (face-to-face, by telephone, or any other way)?

    3. Electronic Mail

      90% Important

      How often do you use electronic mail?

    4. Face-to-Face Discussions

      89% Important

      How often do you talk with people face-to-face?

    5. Being Exact or Accurate

      88% Important

      How important is being 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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