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Call and contact centre occupations

£15,600 Average salary at age 20
£24,440 Average Salary
33 Average hours per week


Workers in this unit group receive and respond to telephone calls from potential clients and existing customers regarding the products and services offered by an organisation.

Main Tasks

  • Answers incoming telephone calls from existing or prospective customers;
  • Interviews caller to establish the nature of any complaint or the requirements of the client;
  • Informs existing and potential customers on any immediate action to be taken, and refers the matter to a more senior member of staff if necessary;
  • Advises on services available and sells additional products or services;
  • Maintains details of calls received, the action taken as a result of a call and updates customer database as required;
  • Arranges for field staff to visit the caller if further assistance is required.


There are no formal academic entry requirements, although many employers expect candidates to possess GCSEs/S grades. Training is typically provided on-the-job, supplemented by specialist short courses.

What Call and contact centre occupations studied in higher education

A text alternative for this canvas pie chart is provided in the data table below
What Call and contact centre occupations studied in higher education
Occupation Percentage Value
(C9) Others in biological sciences1
(L4) Social policy1
(L7) Human & social geography1
(G1) Mathematics1
(W2) Design studies3
(L3) Sociology6
(C1) Biology1
(F1) Chemistry1
(C8) Psychology7
(F7) Science of aquatic & terrestrial environments1
(W3) Music2
(F8) Physical geographical sciences1
(W6) Cinematics & photography3
(Q3) English studies5
(L2) Politics2
(K1) Architecture1
(R4) Spanish studies1
(R1) French studies1
(N5) Marketing2
(W4) Drama3
(M1) Law by area2
(M2) Law by topic3
(J9) Others in technology1
(I2) Information systems1
(N8) Hospitality, leisure, sport, tourism & transport2
(B9) Others in subjects allied to medicine1
(P5) Journalism2
(F4) Forensic & archaeological sciences1
(V5) Philosophy1
(L1) Economics1
(N1) Business studies5
(X3) Academic studies in education2
(L5) Social work2
(V6) Theology & religious studies1
(X1) Training teachers1
(K4) Planning (urban, rural & regional)1
(N4) Accounting2
(C6) Sport & exercise science4
(P3) Media studies3
(N2) Management studies2
(V1) History by period4
(N3) Finance1
(L6) Anthropology1
(I1) Computer science3

UK Prospects

100900 Workforce Size
5.45% Predicted growth 2023 - 2027
19182 Predicted Replacement 2023 - 2027

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