# Tasks & work activities — call centre agent

Source: O*NET 30.3, occupation 41-9041.00 (Telemarketers).

## Task statements

- **[Core]** Deliver prepared sales talks, reading from scripts that describe products or services, to persuade potential customers to purchase a product or service or to make a donation.
- **[Core]** Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.
- **[Core]** Explain products or services and prices, and answer questions from customers.
- **[Core]** Obtain customer information such as name, address, and payment method, and enter orders into computers.
- **[Core]** Record names, addresses, purchases, and reactions of prospects contacted.
- **[Core]** Answer telephone calls from potential customers who have been solicited through advertisements.
- **[Core]** Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
- **[Core]** Maintain records of contacts, accounts, and orders.
- **[Supplemental]** Adjust sales scripts to better target the needs and interests of specific individuals.
- **[Supplemental]** Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.
- **[Supplemental]** Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations.
- **[Supplemental]** Conduct client or market surveys to obtain information about potential customers.

## Detailed work activities

- Answer customer questions about goods or services.
- Answer telephones to direct calls or provide information.
- Contact current or potential customers to promote products or services.
- Deliver promotional presentations to current or prospective customers.
- Develop content for sales presentations or other materials.
- Explain technical product or service information to customers.
- Identify potential customers.
- Maintain records of customer accounts.
- Monitor market conditions or trends.
- Schedule appointments with prospective customers.