Table 1Transition record

call centre agenttoafter-sales service technician

A call centre agent already meets 26% of what the after-sales service technician role asks for. The move turns on 11 required skills not yet in the profile.

From call centre agent

26%

Overlap1

To after-sales service technician

6 Skills carried over

11 Required, not held

71.1 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 71.1

This move: 71.1 of 100 · substantial

1 Share of the after-sales service technician role’s weighted skill requirement already met by the call centre agent profile. Required skills count in full, supplementary skills at 0.35. Directional: the figure for the reverse move differs. 2 Combines what is missing with how specialised it is, so a gap of general skills scores easier than the same number of narrow ones.

Table 2

Table 2 · What you already bring

Of the 6 skills that carry over, these are the ones fewest other occupations ask for. A after-sales service technician role needs them, and most people applying for one will not have them already. This is the part of a call centre agent background worth leading with.

Skill the target role also needs Area

already held characteristics of services business, administration and law
already held characteristics of products engineering, manufacturing and construction
already held provide customer follow-up services assisting and caring
already held guarantee customer satisfaction assisting and caring
already held listen actively communication, collaboration and creativity
already held create solutions to problems communication, collaboration and creativity

All 6 carried skills, including the 5 the after-sales service technician role treats as required.

Table 3

Table 3 · What you would need to learn

The 23 missing skills fall into 8 areas of the ESCO skill hierarchy, numbered below in the order worth working in: the areas carrying the most required skills come first, and inside each one the required skills sit above the supplementary ones.

Skill to acquire Tier

01 communication, collaboration and creativity 6 required, 3 supplementary

required, not held advise on merchandise features required
required, not held contact customers required
required, not held execute after sales activities required
required, not held implement customer follow-up required
required, not held implement sales strategies required
required, not held communicate with customers required

optional, not held maintain relationship with customers optional
optional, not held address problems critically optional
optional, not held apply technical communication skills optional

02 business, administration and law 3 required, 2 supplementary

required, not held customer service required
required, not held product comprehension required
required, not held customer relationship management required

optional, not held sales activities optional
optional, not held sales strategies optional

03 assisting and caring 1 required, 1 supplementary

required, not held ensure compliance with legal requirements required

optional, not held provide information optional

04 engineering, manufacturing and construction 1 required, 1 supplementary

required, not held maintenance operations required

optional, not held electronic and telecommunication equipment optional

05 information skills 2 supplementary

optional, not held monitor after sales records optional
optional, not held keep records of customer interaction optional

06 management skills 1 supplementary

optional, not held manage schedule of tasks optional

2 further areas in the appendix

Table 4

Table 4 · Where to start

The 3 entries a after-sales service technician role is least likely to hire without. The ordering is computed from the skill data, not from what pays.

Each entry opens a course search for that skill. Career Overlap earns nothing from these links.

Appendix

Appendix · The rest of the record

All 6 skills that carry over

Skill Type

already held characteristics of products knowledge
already held characteristics of services knowledge
already held create solutions to problems skill
already held guarantee customer satisfaction skill
already held provide customer follow-up services skill
already held listen actively skill

The 2 learning areas not shown above

Skill to acquire Tier

07 services 1 supplementary

optional, not held consumer protection optional

08 working with computers 1 supplementary

optional, not held solve technical problems optional

12 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held electronic and telecommunication equipment optional
optional, not held maintain relationship with customers optional
optional, not held monitor after sales records optional
optional, not held sales activities optional
optional, not held sales strategies optional
optional, not held address problems critically optional
optional, not held apply technical communication skills optional
optional, not held consumer protection optional
optional, not held keep records of customer interaction optional
optional, not held manage schedule of tasks optional
optional, not held provide information optional
optional, not held solve technical problems optional

26 held skills the after-sales service technician role does not ask for

Skill Type

not needed by the target role adapt to changing situations skill
not needed by the target role answer incoming calls skill
not needed by the target role apply operations for an ITIL-based environment skill
not needed by the target role communicate by telephone skill
not needed by the target role communication principles knowledge
not needed by the target role credit card payments knowledge
not needed by the target role e-commerce systems knowledge
not needed by the target role e-procurement knowledge
not needed by the target role educate on data confidentiality skill
not needed by the target role handle helpdesk problems skill
not needed by the target role handle tasks independently skill
not needed by the target role have computer literacy skill
not needed by the target role keep task records skill
not needed by the target role knowledge base knowledge
not needed by the target role perform data analysis skill
not needed by the target role perform escalation procedure skill
not needed by the target role perform multiple tasks at the same time skill
not needed by the target role present reports skill
not needed by the target role prioritise requests skill
not needed by the target role process data skill
not needed by the target role provide ICT support skill
not needed by the target role speak different languages skill
not needed by the target role teamwork principles knowledge
not needed by the target role think proactively skill
not needed by the target role tolerate stress skill
not needed by the target role use customer relationship management software skill

8 gaps that are knowledge rather than practice

Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.

Skill to acquire Tier

required, not held customer service required
required, not held product comprehension required
required, not held customer relationship management required
required, not held maintenance operations required
optional, not held electronic and telecommunication equipment optional
optional, not held sales activities optional
optional, not held sales strategies optional
optional, not held consumer protection optional

Index

Other moves recorded from call centre agent

Full index of moves from call centre agent

Note

How this record was compiled

Both occupations are taken from ESCO, which lists the skills and knowledge each occupation is expected to have and marks every one required or optional. Nothing here is a prediction about hiring, and nothing here knows that a particular employer wants a particular certificate. Treat Table 3 as a starting point for your own research rather than a syllabus. The full method states what these figures can and cannot tell you.