Career Overlap Transition record Edition 1 · ESCO v1.2.1
Table 1Transition record

customer contact centre information clerktolive chat operator

A customer contact centre information clerk already meets 25% of what the live chat operator role asks for. The move turns on 13 required skills not yet in the profile.

From customer contact centre information clerk
25%
Overlap1
To live chat operator
9 Skills carried over
13 Required, not held
73.6 Difficulty2
Career overlap Distant match

25%

Learning distance Substantial retraining

73.6/ 100

1 Share of the live chat operator role’s weighted skill requirement already met by the customer contact centre information clerk 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.

Why

Why this move works

A live chat operator role treats 4 of its required skills as things a customer contact centre information clerk already does. These are the ones it depends on most.

  • characteristics of products
  • characteristics of services
  • discern written communication
  • guarantee customer satisfaction

What stands in the way is 13 required skills the profile does not yet cover. Table 3 groups them; Table 4 says which to take first.

Table 2

Table 2 · What you already bring

Of the 9 skills that carry over, these are the ones fewest other occupations ask for. A live chat operator role needs them, and most people applying for one will not have them already. This is the part of a customer contact centre information clerk background worth leading with.

Skill the target role also needs Area
  • already held discern written communication communication, collaboration and creativity
  • already held call-centre technologies information and communication technologies (icts)
  • already held handle helpdesk problems communication, collaboration and creativity
  • already held answer incoming calls assisting and caring
  • already held knowledge base information and communication technologies (icts)
  • already held carry out active selling communication, collaboration and creativity

All 9 carried skills, including the 4 the live chat operator role treats as required.

Table 3

Table 3 · What you would need to learn

The 26 missing skills fall into 9 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 5 required, 3 supplementary
  • required, not held respond to inquiries in written form required
  • required, not held use internet chat required
  • required, not held adapt to changing situations required
  • required, not held create solutions to problems required
  • required, not held persuade clients with alternatives required
  • optional, not held utilise cross-selling optional
  • optional, not held perform escalation procedure optional
  • optional, not held use communication techniques optional
02 information skills 4 required
  • required, not held handle tasks independently required
  • required, not held type at speed required
  • required, not held keep task records required
  • required, not held process data required
03 working with computers 2 required, 2 supplementary
  • required, not held work with e-services available to citizens required
  • required, not held have computer literacy required
  • optional, not held perform data analysis optional
  • optional, not held use customer relationship management software optional
04 management skills 1 required, 2 supplementary
  • required, not held perform multiple tasks at the same time required
  • optional, not held exercise patience optional
  • optional, not held prioritise requests optional
05 information and communication technologies (icts) 1 required, 1 supplementary
  • required, not held information confidentiality required
  • optional, not held e-commerce systems optional
06 business, administration and law 2 supplementary
  • optional, not held e-procurement optional
  • optional, not held sales argumentation optional

3 further areas in the appendix

Table 4

Table 4 · Where to start

The 3 entries a live chat operator 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 9 skills that carry over
Skill Type
  • already held characteristics of products knowledge
  • already held characteristics of services knowledge
  • already held discern written communication skill
  • already held guarantee customer satisfaction skill
  • already held answer incoming calls skill
  • already held call-centre technologies knowledge
  • already held carry out active selling skill
  • already held handle helpdesk problems skill
  • already held knowledge base knowledge
The 3 learning areas not shown above
Skill to acquire Tier
07 assisting and caring 1 supplementary
  • optional, not held provide customer follow-up services optional
08 generic programmes and qualifications 1 supplementary
  • optional, not held communication principles optional
09 working with machinery and specialised equipment 1 supplementary
  • optional, not held use communication devices optional
13 supplementary skills, helpful but not required
Skill to acquire Tier
  • optional, not held e-commerce systems optional
  • optional, not held e-procurement optional
  • optional, not held sales argumentation optional
  • optional, not held utilise cross-selling optional
  • optional, not held communication principles optional
  • optional, not held exercise patience optional
  • optional, not held perform data analysis optional
  • optional, not held perform escalation procedure optional
  • optional, not held prioritise requests optional
  • optional, not held provide customer follow-up services optional
  • optional, not held use communication devices optional
  • optional, not held use communication techniques optional
  • optional, not held use customer relationship management software optional
23 held skills the live chat operator role does not ask for
Skill Type
  • not needed by the target role analyse call performance trends skill
  • not needed by the target role assist customers skill
  • not needed by the target role collect customer data skill
  • not needed by the target role communicate by telephone skill
  • not needed by the target role communicate with customers skill
  • not needed by the target role contact customers skill
  • not needed by the target role customer insight knowledge
  • not needed by the target role customer relationship management knowledge
  • not needed by the target role customer service knowledge
  • not needed by the target role draft corporate emails skill
  • not needed by the target role establish customer rapport skill
  • not needed by the target role follow up orders for customers skill
  • not needed by the target role improve customer interaction skill
  • not needed by the target role keep records of customer interaction skill
  • not needed by the target role measure customer feedback skill
  • not needed by the target role notify customers on special offers skill
  • not needed by the target role perform customer management skill
  • not needed by the target role prepare correspondence for customers skill
  • not needed by the target role process payments skill
  • not needed by the target role provide customer follow-up skill
  • not needed by the target role provide customers with order information skill
  • not needed by the target role provide customers with price information skill
  • not needed by the target role use databases skill
5 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 information confidentiality required
  • optional, not held e-commerce systems optional
  • optional, not held e-procurement optional
  • optional, not held sales argumentation optional
  • optional, not held communication principles optional
Index

Other moves recorded from customer contact centre information clerk

Full index of moves from customer contact centre information clerk

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.