Call and contact centre occupations

£24,507

Average salary

Average annual salary UK 2020 | Annual Survey of Hours and Earnings

33 hours

Average weekly hours

Average weekly hours UK 2019 | Annual Survey of Hours and Earnings

5.44%

Unemployment rate

Unemployment rate UK 2020 | Labour Force Survey

Definition: Call and contact centre occupations

*SOC Code (Standard Occupational Classification): 7211

Workers in this unit group 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

Operator, callcentre Operative, centre, call Handler, call Operator, response, serviceline Operator, services, customer Adviser, retention, sales Agent, enquiry Agent, centre, call Adviser, centre, call Adviser, service, customer (call centre) Operator, line, answer Agent, centre, contact Telephonist, centre, call Clerk, lines, personal Operator, centre, call Adviser, telephone Adviser, lines, personal Adviser, communications (telecommunications) Operator, service, customer Clerk, telephone Associate, collections Operator, centre, contact Adviser, centre, contact Operator, response, tele Adviser, customer Clerk, order, mail Adviser, management, customer Operator, helpline Operative, service, customer

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.