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

rental service representativetocall centre agent

A rental service representative already meets 47% of what the call centre agent role asks for. The move turns on 7 required skills not yet in the profile.

From rental service representative
47%
Overlap1
To call centre agent
11 Skills carried over
7 Required, not held
54.7 Difficulty2
Career overlap Partial match

47%

Learning distance Real move, short list to learn

54.7/ 100

1 Share of the call centre agent role’s weighted skill requirement already met by the rental service representative 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 call centre agent role treats 10 of its required skills as things a rental service representative already does. These are the ones it depends on most.

  • communicate by telephone
  • create solutions to problems
  • credit card payments
  • guarantee customer satisfaction
  • have computer literacy
  • listen actively

What stands in the way is 7 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 11 skills that carry over, these are the ones fewest other occupations ask for. A call centre agent role needs them, and most people applying for one will not have them already. This is the part of a rental service representative background worth leading with.

Skill the target role also needs Area
  • already held credit card payments business, administration and law
  • already held use customer relationship management software working with computers
  • already held process data information skills
  • already held communicate by telephone communication, collaboration and creativity
  • already held perform multiple tasks at the same time management skills
  • already held provide customer follow-up services assisting and caring

All 11 carried skills, including the 10 the call centre agent role treats as required.

Table 3

Table 3 · What you would need to learn

The 21 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 2 required, 4 supplementary
  • required, not held adapt to changing situations required
  • required, not held present reports required
  • optional, not held educate on data confidentiality optional
  • optional, not held handle helpdesk problems optional
  • optional, not held perform escalation procedure optional
  • optional, not held think proactively optional
02 information skills 2 required
  • required, not held handle tasks independently required
  • required, not held keep task records required
03 business, administration and law 1 required, 1 supplementary
  • required, not held characteristics of services required
  • optional, not held e-procurement optional
04 management skills 1 required, 1 supplementary
  • required, not held tolerate stress required
  • optional, not held prioritise requests optional
05 engineering, manufacturing and construction 1 required
  • required, not held characteristics of products required
06 assisting and caring 2 supplementary
  • optional, not held apply operations for an ITIL-based environment optional
  • optional, not held answer incoming calls optional

3 further areas in the appendix

Table 4

Table 4 · Where to start

The 3 entries a call centre agent 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 11 skills that carry over
Skill Type
  • already held communicate by telephone skill
  • already held create solutions to problems skill
  • already held credit card payments knowledge
  • already held guarantee customer satisfaction skill
  • already held have computer literacy skill
  • already held listen actively skill
  • already held perform multiple tasks at the same time skill
  • already held process data skill
  • already held speak different languages skill
  • already held use customer relationship management software skill
  • already held provide customer follow-up services skill
The 3 learning areas not shown above
Skill to acquire Tier
07 generic programmes and qualifications 2 supplementary
  • optional, not held communication principles optional
  • optional, not held teamwork principles optional
08 information and communication technologies (icts) 2 supplementary
  • optional, not held e-commerce systems optional
  • optional, not held knowledge base optional
09 working with computers 2 supplementary
  • optional, not held perform data analysis optional
  • optional, not held provide ICT support optional
14 supplementary skills, helpful but not required
Skill to acquire Tier
  • optional, not held apply operations for an ITIL-based environment optional
  • optional, not held e-commerce systems optional
  • optional, not held e-procurement optional
  • optional, not held answer incoming calls optional
  • optional, not held communication principles optional
  • optional, not held educate on data confidentiality optional
  • optional, not held handle helpdesk problems optional
  • optional, not held knowledge base 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 ICT support optional
  • optional, not held teamwork principles optional
  • optional, not held think proactively optional
32 held skills the call centre agent role does not ask for
Skill Type
  • not needed by the target role achieve sales targets skill
  • not needed by the target role agricultural equipment knowledge
  • not needed by the target role apply numeracy skills skill
  • not needed by the target role assist customers skill
  • not needed by the target role build rapport with people from different cultural backgrounds skill
  • not needed by the target role communicate with customers skill
  • not needed by the target role company policies knowledge
  • not needed by the target role contract law knowledge
  • not needed by the target role facilitate official agreement skill
  • not needed by the target role financial capability knowledge
  • not needed by the target role handle financial transactions skill
  • not needed by the target role handle rental overdues skill
  • not needed by the target role identify customer's needs skill
  • not needed by the target role industrial tools knowledge
  • not needed by the target role machinery products knowledge
  • not needed by the target role maintain inventory of rented items skill
  • not needed by the target role manage claims process skill
  • not needed by the target role manage contracts skill
  • not needed by the target role manage theft prevention skill
  • not needed by the target role mining, construction and civil engineering machinery products knowledge
  • not needed by the target role office equipment knowledge
  • not needed by the target role operate cash register skill
  • not needed by the target role process payments skill
  • not needed by the target role product comprehension knowledge
  • not needed by the target role provide customers with price information skill
  • not needed by the target role record customers' personal data skill
  • not needed by the target role review completed contracts skill
  • not needed by the target role show diplomacy skill
  • not needed by the target role types of aircraft knowledge
  • not needed by the target role types of maritime vessels knowledge
  • not needed by the target role use different communication channels skill
  • not needed by the target role work independently in rental services skill
7 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 characteristics of products required
  • required, not held characteristics of services required
  • optional, not held e-commerce systems optional
  • optional, not held e-procurement optional
  • optional, not held communication principles optional
  • optional, not held knowledge base optional
  • optional, not held teamwork principles optional
Index

Other moves recorded from rental service representative

Full index of moves from rental service representative

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.