Table 1Transition record

live chat operatortocustomer contact centre information clerk

A live chat operator already meets 28% of what the customer contact centre information clerk role asks for. The move turns on 10 required skills not yet in the profile.

From live chat operator

28%

Overlap1

To customer contact centre information clerk

9 Skills carried over

10 Required, not held

68.1 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 68.1

This move: 68.1 of 100 · substantial

1 Share of the customer contact centre information clerk role’s weighted skill requirement already met by the live chat operator 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 9 skills that carry over, these are the ones fewest other occupations ask for. A customer contact centre information clerk role needs them, and most people applying for one will not have them already. This is the part of a live chat operator 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 customer contact centre information clerk role treats as required.

Table 3

Table 3 · What you would need to learn

The 23 missing skills fall into 6 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 4 required, 4 supplementary

required, not held communicate by telephone required
required, not held communicate with customers required
required, not held establish customer rapport required
required, not held provide customer follow-up required

optional, not held contact customers optional
optional, not held improve customer interaction optional
optional, not held provide customers with price information optional
optional, not held draft corporate emails optional

02 information skills 2 required, 2 supplementary

required, not held collect customer data required
required, not held keep records of customer interaction required

optional, not held analyse call performance trends optional
optional, not held measure customer feedback optional

03 business, administration and law 2 required, 1 supplementary

required, not held customer insight required
required, not held customer service required

optional, not held customer relationship management optional

04 assisting and caring 1 required, 4 supplementary

required, not held perform customer management required

optional, not held assist customers optional
optional, not held follow up orders for customers optional
optional, not held notify customers on special offers optional
optional, not held provide customers with order information optional

05 working with computers 1 required

required, not held use databases required

06 management skills 2 supplementary

optional, not held prepare correspondence for customers optional
optional, not held process payments optional

Table 4

Table 4 · Where to start

The 3 entries a customer contact centre information clerk 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 answer incoming calls skill
already held characteristics of products knowledge
already held characteristics of services knowledge
already held guarantee customer satisfaction skill
already held call-centre technologies knowledge
already held carry out active selling skill
already held discern written communication skill
already held handle helpdesk problems skill
already held knowledge base knowledge

13 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held assist customers optional
optional, not held contact customers optional
optional, not held follow up orders for customers optional
optional, not held improve customer interaction optional
optional, not held notify customers on special offers optional
optional, not held provide customers with order information optional
optional, not held provide customers with price information optional
optional, not held analyse call performance trends optional
optional, not held customer relationship management optional
optional, not held draft corporate emails optional
optional, not held measure customer feedback optional
optional, not held prepare correspondence for customers optional
optional, not held process payments optional

26 held skills the customer contact centre information clerk role does not ask for

Skill Type

not needed by the target role adapt to changing situations skill
not needed by the target role communication principles knowledge
not needed by the target role create solutions to problems skill
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 exercise patience 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 information confidentiality knowledge
not needed by the target role keep task records skill
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 persuade clients with alternatives 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 customer follow-up services skill
not needed by the target role respond to inquiries in written form skill
not needed by the target role sales argumentation knowledge
not needed by the target role type at speed skill
not needed by the target role use communication devices skill
not needed by the target role use communication techniques skill
not needed by the target role use customer relationship management software skill
not needed by the target role use internet chat skill
not needed by the target role utilise cross-selling skill
not needed by the target role work with e-services available to citizens skill

3 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 insight required
required, not held customer service required
optional, not held customer relationship management optional

Index

Other moves recorded from live chat operator

Full index of moves from live chat operator

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.