af05383bb1
Snapshot before the quality program (relevance gates, tiered mapping, QA linter). v1 is the immutable before/after reference; evidence crawl was at ~175/3039 occupations when tagged. Co-Authored-By: Claude Fable 5 <noreply@anthropic.com> Claude-Session: https://claude.ai/code/session_01PDKeXvpT6tENSvyQGLV1Uq
2.9 KiB
2.9 KiB
name, description
| name | description |
|---|---|
| call-centre-agent | Occupational skill for the role 'call centre agent' (also: call center agent, outbound sales agent, telephone sales agent, telephone operator, outbound call centre agent, call centre operator). Use when the user asks for typical call centre agent work such as: 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.; Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.; Explain products or services and prices, and answer questions from customers. |
Call Centre Agent
Call centre agents handle incoming or outgoing customer calls for a business. They call existing and prospective customers to promote goods and services. They also obtain sales and arrange sales visits.
Core workflow
- 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.
- Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.
- Explain products or services and prices, and answer questions from customers.
- Obtain customer information such as name, address, and payment method, and enter orders into computers.
- Record names, addresses, purchases, and reactions of prospects contacted.
- Answer telephone calls from potential customers who have been solicited through advertisements.
- Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
- Maintain records of contacts, accounts, and orders.
How to use this skill
- Read references/profile.md for the occupation profile and scope.
- Consult references/tasks.md for the full task and activity inventory.
- Check references/skills.md for essential vs. optional competences.
- Check references/tools.md for the software commonly used in this role.
Key competences (essential)
- adapt to changing situations
- characteristics of products
- characteristics of services
- communicate by telephone
- create solutions to problems
- credit card payments
- guarantee customer satisfaction
- handle tasks independently
- have computer literacy
- keep task records
- listen actively
- perform multiple tasks at the same time
- present reports
- process data
- speak different languages
Hot technologies
- Salesforce software
- Microsoft Outlook
- Microsoft Office software
- Microsoft PowerPoint
- Microsoft Excel
- Zoom
- Microsoft Word
Sources: ESCO v1.2.1 (http://data.europa.eu/esco/occupation/0ededdc2-050a-4ec3-8e70-6295105fcd19), ONET 30.3 (41-9041.00). See manifest.json for licensing/attribution.*