7211 — Call and contact centre occupations

What this occupation covers

Call and contact centre occupations receive and respond to telephone calls from potential clients and existing customers regarding the products and services offered by an organisation.

Typical duties

answers incoming telephone calls from existing or prospective customers

interviews caller to establish the nature of any complaint or the requirements of the client

informs existing and potential customers on any immediate action to be taken, and refers the matter to a more senior member of staff if necessary

advises on services available and sells additional products or services

maintains details of calls received, the action taken as a result of a call and updates customer database as required

arranges for field staff to visit the caller if further assistance is required

Entry routes and qualifications

There are no formal academic entry requirements, although many employers expect candidates to possess GCSEs/S grades. Training is typically provided on-the-job, supplemented by specialist short courses.

Sponsorship information

Ineligible. Actual duties, sponsor, applicant, salary and any transitional or shortage-list conditions must be checked.

DBS assessment

No code-wide DBS assessment is assigned. Check actual duties, activities, workplace, frequency and jurisdiction. This code does not determine the level of check.

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