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6552.2 – Call centre agents
Call centre agents take customer orders for goods or services, promote goods and services, respond to enquiries and emergencies, investigate complaints and update accounts.
Profile
Example titles Help
- Customer service representative - call centre
- Order desk agent
Main characteristics Help
- General learning ability and Verbal ability to process information required to promote goods and services and answer questions
- Numerical ability and Clerical perception to update accounts
- Methodical interest in copying information to take orders for goods and services
- Social interest in speaking with customers to respond to enquiries and emergencies
- Innovative interest in investigating complaints and in responding to emergencies
Aptitudes Help
One of five levels assigned for each factor, with levels representing normal curve distribution of the labour force:
- G
- General learning ability
- V
- Verbal ability
- N
- Numerical ability
- S
- Spatial perception
- P
- Form perception
- Q
- Clerical perception
- K
- Motor co-ordination
- F
- Finger dexterity
- M
- Manual dexterity
- The highest 10% of the working population
- Upper third, exclusive of the highest 10%
- Middle third of the working population
- Lowest third, exclusive of the lowest 10%
- Lowest 10% of the working population
An individual's overall capacity to learn the skills needed to perform job duties is based on his or her specific aptitudes for acquiring information and transforming it into action.
General learning ability G-3
Ability to 'catch on' or understand instructions and underlying principles; to reason and make judgments.
Verbal ability V-3
Ability to understand the meaning of words and the ideas associated with them, and to use them effectively; to comprehend language, to understand relationships between words and to understand the meaning of whole sentences and paragraphs; to present information or ideas clearly.
Numerical ability N-3
Ability to carry out arithmetical processes quickly and accurately.
Spatial perception S-4
Ability to think visually about geometric forms and comprehend the two dimensional representation of three dimensional objects; to recognize the relationships resulting from the movement of objects in space. May be used in such tasks as blueprint reading and in solving geometry problems. Frequently described as the ability to 'visualize' objects of two or three dimensions.
Form perception P-4
Ability to perceive pertinent detail in objects and in pictorial and graphic material; to make visual comparisons and discriminations and to see slight differences in shapes and shadings of figures and widths and lengths of lines.
Clerical perception Q-3
Ability to perceive pertinent detail in verbal or tabular material; to observe differences in copy, to proofread words and numbers, and to avoid perceptual errors in arithmetical computation.
Motor co-ordination K-4
Ability to co-ordinate eyes, hands and fingers rapidly and accurately when required to respond with precise movements.
Finger dexterity F-4
Ability to move the fingers and manipulate small objects with the fingers rapidly and/or accurately.
Manual dexterity M-4
Ability to move the hands easily and skillfully; to work with the hands in placing and turning motions.
Interests Help
Three of five descriptive factors, assigned in order of predominance and lower case rating indicating weaker representation:
- D
- Directive
- I
- Innovative
- M
- Methodical
- O
- Objective
- S
- Social
Methodical M
Methodical persons like to have clear rules and organized methods to guide their activities. They prefer working under the direction or supervision of others according to given instructions, or to be guided by established policies and procedures. Methodical persons like to work on one thing until it is completed. They enjoy following a set routine and prefer work that is free from the unexpected.
Social S
Social persons like dealing with people. They enjoy caring for and assisting others in identifying their needs and solving their concerns. Social persons like working and co-operating with others. They prefer to be involved in work that requires interpersonal contact.
Innovative i
Innovative persons like to explore things in depth and arrive at solutions to problems by experimenting. They are interested in initiating and creating different ways to solve questions and present information. They enjoy scientific subjects. Innovative persons prefer to be challenged with new and unexpected experiences. They adjust to change easily.
Data, people, and things Help
Data
- 0
- Synthesizing
- 1
- Co-ordinating
- 2
- Analyzing
- 3
- Compiling
- 4
- Computing
- 5
- Copying
- 6
- Comparing
- 7
- N/A
- 8
- Not Significant
People
- 0
- Mentoring
- 1
- Negotiating
- 2
- Instructing - Consulting
- 3
- Supervising
- 4
- Diverting
- 5
- Persuading
- 6
- Speaking - Signaling
- 7
- Serving - Assisting
- 8
- Not significant
Things
- 0
- Setting up
- 1
- Precision working
- 2
- Controlling
- 3
- Driving - Operating
- 4
- Operating - Manipulating
- 5
- Tending
- 6
- Feeding - Offbearing
- 7
- Handling
- 8
- Not significant
Data Copying 5
Carrying out a set of explicit procedural/operational functions or processes based on an understanding of instructions or information necessary to perform the work.*
People speaking 6
Talking with and/or signalling people to convey or exchange information; giving assignments and/or directions to helpers.
Things Not significant 8
Not significant
Physical activities Help
V - Vision
- 1
- Close visual acuity
- 2
- Near vision
- 3
- Near and far vision
- 4
- Total visual field
H - Hearing
- 1
- Limited
- 2
- Verbal interaction
- 3
- Other sound discrimination
L - Limb co-ordination
- 0
- Not relevant
- 1
- Upper limb co-ordination
- 2
- Multiple limb co-ordination
C - Colour discrimination
- 0
- Not relevant
- 1
- Relevant
B - Body position
- 1
- Sitting
- 2
- Standing and/or walking
- 3
- Sitting, standing, walking
- 4
- Other body positions
S - Strength
- 1
- Limited
- 2
- Light
- 3
- Medium
- 4
- Heavy
Vision Vision V-2
The use of sight in the work performed. The levels are organized in terms of the visual field involved in the performance of the work.
2 - Near vision
Work activities are performed near the worker. The scope of the visual field is broader than in Close visual acuity (1).
Examples:
- reading and interpreting drawings and specifications
- using computer keyboards and reading computer monitors
- repairing automobile engines
- setting up and operating machine tools
Colour discrimination Colour discrimination C-0
The use of colour descrimination to identify, distinguish and match colours and different shades of the same colours.
0 - Not relevant
Colour discrimination is not relevant in the performance of the work.
Examples:
- cleaning windows
- providing information over the telephone
- interviewing, hiring and overseeing staff training
- translating documents
Hearing Hearing H-2
The use of hearing in the work performed. The levels are organized in terms of the type of auditory discrimination involved in the performance of the work.
2 - Verbal interaction
Work activities involve communication with colleagues, clients and/or the public on a regular basis.
Examples:
- operating directory listing systems to provide directory assistance to customers
- resolving work problems and recommending measures to improve productivity
- consulting with families of the deceased regarding funeral services
- analyzing and providing advice on managerial methods and organization of establishments
Body position Body position B-1
Primary type of posture or body movement involved in performing the work. These postures or body movements range from simple to complex and from sedentary to mobile.
1 - Sitting
Work activities primarily involve sitting. Standing and/or walking (2) may occur but is incidental to the work being performed.
Examples:
- reading and editing copy to be published or broadcast
- preparing financial statements
- issuing aircraft take-off and landing instructions to pilot
- interviewing clients
Limb co-ordination Limb co-ordination L-1
The use of limbs in performing work.
1 - Upper limb co-ordination
Work activities involve co-ordination of upper limbs.
Examples:
- keyboarding
- performing maintenance services such as oil changes, lubrications and tune-ups
- operating video cameras
- instructing students in sign language
Strength Strength S-1
The use of strength in the handling of loads such as pulling, pushing, lifting and/or moving objects during the work performed.
1 - Limited
Work activities involve handling loads up to 5 kg.
Examples:
- examining and analyzing financial information
- selling insurance to clients
- conducting economic and technical feasibility studies
- administering and marking written tests
Environmental conditions Help
Location
- L1
- Regulated inside climate
- L2
- Unregulated inside climate
- L3
- Outside
- L4
- In a vehicle or cab
Hazards
- H1
- Dangerous chemical substances
- H2
- Biological agents
- H3
- Equipment, machinery, tools
- H4
- Electricity
- H5
- Radiation
- H6
- Flying particles, falling objects
- H7
- Fire, steam, hot surfaces
- H8
- Dangerous locations
Discomforts
- D1
- Noise
- D2
- Vibration
- D3
- Odours
- D4
- Non-toxic dusts
- D5
- Wetness
Location Regulated inside climate L1
The work performed is carried out indoors in a regulated environment, indoors in an unregulated environment, outdoors or in a vehicle. In many occupations, the Main Duties may be performed in more than one location. Therefore, a group may have more than one Location code, for example:
- firefighting and fire prevention duties
- maintenance of interior/exterior of buildings
- managing operations and paperwork of farms
L1 - Regulated inside climate
A normal controlled environment such as an office, hospital or school.
Employment requirements Help
Education/training Help
- 1
- No formal education or training requirements
- 2
- Some high school education and/or on the job training or experience
- 3
- High school
- 4
- Course work, training, workshops and/or experience related to the occupation
- 5
- Apprenticeship, specialized training, vocational school training
- 6
- College, technical school (certificate, diploma)
- 7
- Undergraduate degree
- 8
- Post-graduate or professional degree
- +
- Additional requirement beyond education and training
- R
- Regulated requirement(s)
- Completion of secondary school is usually required.
- Completion of some college or other post-secondary programs may be required.
- Clerical or sales experience may be required.
Workplaces/employers Help
- Contact centres
Occupational options Help
- Progression to supervisory positions is possible with experience.
Exclusions Help
- Receptionists (1414)
- Customer and information services supervisors (6314)
- Retail salespersons (6421)
- Airline ticket and service agents (6523)
- Ticket and information clerks (except airline) (in 6524 Ground and water transport ticket agents, cargo service representatives and related clerks)
- Customer service representatives in banks and other financial institutions (in 6551 Customer services representatives - financial institutions)
Breakdown summary
- Broad occupational category
- 6 – Sales and service occupations
- Skill level
- C – Occupations usually require secondary school and/or occupation-specific training
- Minor group
- 65 – Service representatives and other customer and personal services occupations
- Minor group
- 655 – Customer and information services representatives
- Unit group
- 6552 – Other customer and information services representatives
- Version
- NOC 2016 Version 1.3