Planit


Call Centre Agent

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Call centre agents work in a call centre, answering incoming phone calls and keeping records of calls and callers. In some organisations they may 'cold call' (make the phone calls to prospective customers), calling numbers from a list.

The Work

You could be using the phone to:

If cold calling you might be trying to persuade people to:

Pay

The figures below are only a guide. Actual pay rates may vary, depending on:

The starting salary could range anything from £13,500 to £18,500 a year. With experience this could rise to £21,000 a year. You may earn more by shift allowances and bonuses. If you are selling something, your pay might depend partly on commission.

Conditions

Workforce Employment Status

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Getting In

There are still plenty of vacancies in jobcentres throughout Scotland. Jobs are in financial services, telecoms, utilities and the public sector. Not all require previous call centre experience.

Workforce Education Levels (UK)

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Job Outlook Scotland

Employment

Unemployment

Percentage of workforce registered as unemployed (Scotland)

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Job Outlook Scotland and UK

  Scotland
2018
20752
3.5 %
RISE
2023
21475
  United Kingdom
2018
137276
2.4 %
RISE
2023
140628

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What Does it Take?

You need to be:

You need to have:

Training

Getting On

With suitable experience you might become:

You could also continue studying to achieve SVQ Contact Centre Operations at SCQF Level 8.

Contacts

The following organisations may be able to provide further information.

Call Centre Management Association (CCMA)
Tel: 0844 8000 623
E-mail: info@ccma.org.uk
Website: http://www.ccma.org.uk

This website has information on jobs, as well as CV and interview tips.

Institute of Customer Service (ICS)
Tel: 0207 260 2620
Website: http://www.instituteofcustomerservice.com
Twitter: @instituteofcs

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