Where a call centre agent can go next
12 destinations recorded, ranked by how much of the target role a call centre agent already meets. The closer to the top of Table 1, the less there is to learn.
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.
- Highest coverage recorded
- 59%
- Destinations
- 12each with a full record
- Within reach
- 1difficulty under 55
- Skills on file
- 32required or supplementary
Table 1 · Within reach
Table 2 · A bigger jump
Possible, but expect real retraining rather than a sideways step.
- ICT help desk agent 46% covered · difficulty 57.5
- customer service representative 36% covered · difficulty 67.9
- car leasing agent 35% covered · difficulty 69.3
- sales processor 32% covered · difficulty 68.1
- call centre supervisor 32% covered · difficulty 67.7
- ICT help desk manager 30% covered · difficulty 66.7
- customer contact centre information clerk 28% covered · difficulty 68.5
- contact centre supervisor 27% covered · difficulty 69.1
- after-sales service technician 26% covered · difficulty 71.1
- aviation data communications manager 25% covered · difficulty 66.5
- rental service representative 24% covered · difficulty 77.4
Look up another occupation
call centre agent is filed under Service and sales workers, ISCO major group 5. The full index lists all ten groups.
How these figures were compiled
Coverage is the share of the target role’s weighted skill requirement a call centre agent already meets, counting required skills in full and supplementary ones at 0.35. It is directional: the figure for the reverse move differs. Every entry above opens the full comparison for that move: what carries over, what is missing, and where to start. The full method.