Most commonly reported Work Activities

• Selling or Influencing Others Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
• Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
• Communicating with Persons Outside Organisation Communicating with people outside the organisation, representing the organisation to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
• Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time.
• Documenting/Recording Information Entering, recording, storing, or maintaining information in written or electronic/magnetic form.
• Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Processing Information Compiling, coding, categorising, calculating, tabulating, auditing, or verifying information or data.
• Identifying Objects, Actions, and Events Identifying information by categorising, estimating, recognising differences or similarities, and detecting changes in circumstances or events.
• Resolving Conflicts and Negotiating with Others Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

The Work

Telesales agents act either as a back-up to a company's sales force or as a link between a company and its customers. In both cases, they advise customers about goods, obtain details of orders, handle correspondence and maintain record systems. They ensure that orders are delivered on schedule and do their best to resolve customer difficulties.

In many international businesses, sales agents work in a large open-plan office where they wear headsets and they may both take orders through incoming calls as well as ‘cold calling’ (meaning that they ring up potential clients/customers to make a sale.

Most commonly reported Work Tasks

• Deliver prepared sales talks, reading from scripts that describe products or services, to persuade potential customers to purchase a product or service or to make a donation.
• Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.
• Explain products or services and prices, and answer questions from customers.
• Obtain customer information such as name, address, and payment method, and enter orders into computers.
• Record names, addresses, purchases, and reactions of prospects contacted.
• Adjust sales scripts to better target the needs and interests of specific individuals.
• Obtain names and telephone numbers of potential customers from sources such as telephone directories, magasine reply cards, and lists purchased from other organisations.
• Answer telephone calls from potential customers who have been solicited through advertisements.
• Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
• Maintain records of contacts, accounts, and orders.

Further Information

• Telesales Agent - from: YouTube [UK]

This occupation is typically suited for people with the following Career Interests:

Enterprising

Enterprising people like situations that involve using resources for personal or corporate economic gain. Such people may have an opportunistic frame of mind, and are drawn to commerce, trade and making deals. Some pursue sales and marketing occupations. Many will eventually end up owning their own business, or in management roles in larger organisations. They tend to be very goal-oriented and work best when focused on a target. Some have an entrepreneurial inclination.

Social

The Social person's interests focus on interacting with the people in their environment. In all cases, the Social person enjoys the personal contact with other people in preference to the impersonal dealings with things, data and ideas found in other groups.

Many will seek out positions where there is direct contact with the public in some advisory role, whether a receptionist or a counsellor. Social people are motivated by an interest in different types of people and like diversity in their work environments. Many are drawn towards careers in the caring professions and social welfare area, whilst others prefer teaching and other 'informing' roles.

Administrative

Administrative people are interested in work that offers security and a sense of being part of a larger process. They may be at their most productive under supervisors who give clear guidelines and while performing routine tasks in a methodical and reliable way.

They tend to enjoy clerical and most forms of office work, where they perform essential administrative duties. They often form the backbone of large and small organisations alike. They may enjoy being in charge of office filing systems, and using computers and other office equipment to keep things running smoothly. They usually like routine work hours and prefer comfortable indoor workplaces.

This can be an entry level job so telesales agents do not necessarily need a particular qualification, but any experience of sales, retail and customer service will give you an advantage. 

Training & Development

FET Centre Traineeship Business administration & Office admin at NFQ level 5 search FET Traineeships

FET Centre PLC Course: Busienss administration & Affice admin, Customer service, Sales & Marketing courses at NFQ level 5 search our FET PLC Coursefinder

Apprenticeship Sales at NFQ level 6 Search apprenticeships

You can also start out by taking the Apprenticeship route and the most relevant apprenticeship programme available is the 2-year Sales Apprenticeship.

Professional Development 

There are often great opportunities for career progression in telesales, so supervisor or manager roles for example.

You can also use your transferrable sales and customer service skills in other roles and industries.

Training can also help you progress and there are both undergraduate and postgraduate courses in business and management which can support you in your career.

Irish Management Institute

Marketing Institute of Ireland

Last Updated: March, 2023

Salary Range (thousands per year)* €28k - €41k

Salaries Vary by employer, location, role, duties, shift pattern, and experience. Pay is often commission based, OTE (On Target earnings).

Data Source(s):
Excel/ Morgan McKinley/ Sigmar/ Clark

Last Updated: February, 2024

* The lower figures typically reflect starting salaries. Higher salaries are awarded to those with greater experience and responsibility. Positions in Dublin sometimes command higher salaries.

View Salary information from Indeed.ie
Note: data not aways available

This occupation has been identified as a Job in Demand by the most recent National Skills Bulletin.

This information has been derived from the Solas National Skills Bulletin (2023).

There was a large fall in employment levels between 2021 and 2022, declining by over 9.000 persons. Employment for this occupation is across a number of roles (e.g. sales supervisors, window dressers, street traders and debt collectors). A shift in business models, particularly to online selling, may reduce the demand for in-person sales related activities (e.g. van sales persons or window dressers) in the coming years.

• Irish Management Institute

  • Clonard, Sandyford Road, Dublin 16
  • 1800 22 33 88
  • [email protected]
  • Click Here

• Marketing Institute of Ireland (MII)

  • Marketing House, South County Business Park, Leopardstown, Dublin 18
  • (01) 295 2355
  • [email protected]
  • Click Here

• The Interactive Direct Marketing Association in Ireland

  • Click Here

• IFTN Irish film & Television network

  • Irish Film and Television Network 32 Lower Leeson Street Dublin2
  • (0) 1 905 3595
  • [email protected]
  • Click Here