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skillfactor-pipeline/skills/call-centre-agent/references/skills.md
skillfactor-pipeline af05383bb1 chore: v1 baseline - full 3,039-package catalog with AI-skill enrichment and O*NET backfill 
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
2026-07-09 05:32:49 +02:00

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Competences — call centre agent

Source: ESCO v1.2.1 occupation-skill relations (http://data.europa.eu/esco/occupation/0ededdc2-050a-4ec3-8e70-6295105fcd19).

Essential

  • adapt to changing situations (skill/competence)
  • characteristics of products (knowledge)
  • characteristics of services (knowledge)
  • communicate by telephone (skill/competence)
  • create solutions to problems (skill/competence)
  • credit card payments (knowledge)
  • guarantee customer satisfaction (skill/competence)
  • handle tasks independently (skill/competence)
  • have computer literacy (skill/competence)
  • keep task records (skill/competence)
  • listen actively (skill/competence)
  • perform multiple tasks at the same time (skill/competence)
  • present reports (skill/competence)
  • process data (skill/competence)
  • speak different languages (skill/competence)
  • tolerate stress (skill/competence)
  • use customer relationship management software (skill/competence)

Optional

  • answer incoming calls (skill/competence)
  • apply operations for an ITIL-based environment (skill/competence)
  • communication principles (knowledge)
  • e-commerce systems (knowledge)
  • educate on data confidentiality (skill/competence)
  • e-procurement (knowledge)
  • handle helpdesk problems (skill/competence)
  • knowledge base (knowledge)
  • perform data analysis (skill/competence)
  • perform escalation procedure (skill/competence)
  • prioritise requests (skill/competence)
  • provide customer follow-up services (skill/competence)
  • provide ICT support (skill/competence)
  • teamwork principles (knowledge)
  • think proactively (skill/competence)