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

sales processortocall centre agent

A sales processor already meets 39% of what the call centre agent role asks for. The move turns on 9 required skills not yet in the profile.

From sales processor
39%
Overlap1
To call centre agent
10 Skills carried over
9 Required, not held
60.2 Difficulty2
Career overlap Distant match

39%

Learning distance Substantial retraining

60.2/ 100

1 Share of the call centre agent role’s weighted skill requirement already met by the sales processor 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 8 of its required skills as things a sales processor already does. These are the ones it depends on most.

  • characteristics of products
  • characteristics of services
  • create solutions to problems
  • have computer literacy
  • perform multiple tasks at the same time
  • present reports

What stands in the way is 9 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 10 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 sales processor background worth leading with.

Skill the target role also needs Area
  • already held process data information skills
  • already held e-commerce systems information and communication technologies (icts)
  • already held perform multiple tasks at the same time management skills
  • 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

All 10 carried skills, including the 8 the call centre agent role treats as required.

Table 3

Table 3 · What you would need to learn

The 22 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 3 required, 4 supplementary
  • required, not held adapt to changing situations required
  • required, not held communicate by telephone required
  • required, not held listen actively 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 assisting and caring 1 required, 2 supplementary
  • required, not held guarantee customer satisfaction required
  • optional, not held apply operations for an ITIL-based environment optional
  • optional, not held answer incoming calls optional
04 working with computers 1 required, 2 supplementary
  • required, not held use customer relationship management software required
  • optional, not held perform data analysis optional
  • optional, not held provide ICT support optional
05 business, administration and law 1 required, 1 supplementary
  • required, not held credit card payments required
  • optional, not held e-procurement optional
06 management skills 1 required, 1 supplementary
  • required, not held tolerate stress required
  • optional, not held prioritise requests optional

2 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 10 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 have computer literacy skill
  • already held perform multiple tasks at the same time skill
  • already held present reports skill
  • already held process data skill
  • already held speak different languages skill
  • already held e-commerce systems knowledge
  • already held provide customer follow-up services skill
The 2 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) 1 supplementary
  • optional, not held knowledge base optional
13 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-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
24 held skills the call centre agent role does not ask for
Skill Type
  • not needed by the target role channel marketing knowledge
  • not needed by the target role company policies knowledge
  • not needed by the target role customer service knowledge
  • not needed by the target role electronic communication knowledge
  • not needed by the target role ensure client orientation skill
  • not needed by the target role identify customer's needs skill
  • not needed by the target role international business knowledge
  • not needed by the target role issue sales invoices skill
  • not needed by the target role manage digital documents skill
  • not needed by the target role meet deadlines skill
  • not needed by the target role multimodal transport logistics knowledge
  • not needed by the target role negotiate sales contracts skill
  • not needed by the target role process order forms with customer's information skill
  • not needed by the target role process payments skill
  • not needed by the target role provide customers with order information skill
  • not needed by the target role provide information skill
  • not needed by the target role sales activities knowledge
  • not needed by the target role show diplomacy skill
  • not needed by the target role supply chain principles knowledge
  • not needed by the target role use databases skill
  • not needed by the target role use different communication channels skill
  • not needed by the target role use e-services skill
  • not needed by the target role use spreadsheets software skill
  • not needed by the target role work independently in sales 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 credit card payments required
  • 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 sales processor

Full index of moves from sales processor

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.