Call and contact centre occupations
£27,636
Average salary
38 hours
Average weekly hours
4.54%
Unemployment rate
Definition: Call and contact centre occupations
*SOC Code (Standard Occupational Classification): 7211
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.
Common tasks include:
- 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
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.
*Introduced in 1990, SOC is a multi-purpose common classification of occupations in UK. Jobs are defined in terms of skill level and skill content, including qualifications, training and work experience.
Employment status: Call and contact centre occupations
Regional employment: Call and contact centre occupations
Future employment: Call and contact centre occupations
Top 12 industries: Call and contact centre occupations
Alternative & related job titles: Call and contact centre occupations
Call centre agent Call centre operator Customer service adviser (call centre) Customer service operator
Equality focus: Call and contact centre occupations
Breaking down the official government big data sources by gender, age and region. Hours and pay data based on full time equlivalent roles.
Breakdown by gender
£26,593
Female average annual salary
£28,679
Male average annual salary
36
Female average weekly hours
40
Male average weekly hours
Average pay per hour: Call and contact centre occupations
Workforce gender: Call and contact centre occupations
Breakdown by region
£31,286
South East (England) - highest annual average salary
£25,550
North East (England) - lowest annual average salary
41
Wales - Highest average weekly hours
34
Northern Ireland - Lowest average weekly hours
Average pay per week (£): Call and contact centre occupations
Average weekly hours by UK region/nation: Call and contact centre occupations
Breakdown by age
20 years
Lowest annual salary (£9,386)
years
Highest annual salary (£0) at this age