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Unit Group

5511 Call and Contact Centre Workers

OSCA - Occupation Standard Classification for Australia
Reference period
2024, Version 1.0

5511 Call and Contact Centre Workers

Answer customer telephone, internet and email enquiries about goods and services, promote the goods and services, and oversee teams of Call or Contact Centre Operators.

OSCA skill level

The occupations in this unit group have a skill level corresponding to the qualifications and experience below.

  • Skill Level 3: AQF Certificate III including at least two years of on-the-job training, AQF Certificate IV, or at least three years of relevant experience
  • Skill Level 4: AQF Certificate II, AQF Certificate III, or at least one year of relevant experience
Occupation

551131 Call or Contact Centre Operator

Answers customer telephone, internet and email enquiries about goods and services, and promotes the goods and services.

Skill level: 4

Main tasks

  • Answers incoming calls, emails and messages, and assists customers with their specific enquiries
  • Provides step-by-step guidance or instructions using established manuals and guides to help customers navigate through issues
  • Identifies and escalates complex or unresolved issues to appropriate departments or supervisors
  • Records and updates customer information, enquiries and interactions in the company's database
  • Provides additional information about the goods and services on offer to create further interest
  • Arranges the dispatch of goods, information kits and brochures to customers and interested parties
Occupation

551132 Call or Contact Centre Team Leader

Oversees and determines work requirements, monitors telephone calls, and coaches and allocates duties to Call or Contact Centre Operators.

Alternative titles

  • Call Centre Supervisor
  • Contact Centre Supervisor

Specialisations

  • Call or Contact Centre Coach
  • Call or Contact Centre Workforce Planner

Skill level: 3

Main tasks

  • Guides and assists Call or Contact Centre Operators in resolving problems and addressing customer enquiries
  • Provides hands-on coaching to enhance team performance
  • Creates and manages staff rosters to meet performance targets
  • Oversees team members to ensure efficient operations
  • Listens to and evaluate calls conducted by centre operators and offers constructive feedback to improve performance