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

Call centre operators use telephones and computers to help the customers of all kinds of organisations. The call centre operator talks to the customer to find out what is wanted and then sorts it out, for example, booking concert tickets or buying insurance.  
 
Some call centre operators work for large companies that have their own customer care centres. This is common in banking and insurance. In such cases, the call centre operator handles calls only about the products of the company they work for.  
 
However, most call centre operators work for call centre companies. These companies handle customer telephone calls for other organisations. The call centre operators are divided into teams, with each one handling the calls for a different client or group of clients.  
 
When telephone calls come through to the centre, the call centre operator has to find out what the callers want by listening to them and asking them questions (sometimes the operator has a set script to work with). If the call centre operator cannot sort out what the caller wants straight away they might have to pass the caller on to a more specialist operator. Some call centres take calls from all over Europe, so they have operators who can speak more than one language.  
 
Some call centre operators work on things like sales projects. In these cases, they have to call the customers and try to interest them in the product or service they are selling.  
 
Many call centres also deal with emails that their clients receive from customers. These may request information or complain about something.

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

• Call Centre Operator - from: N.C.S. [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.

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.

Realist

Realists are usually interested in 'things' - such as buildings, mechanics, equipment, tools, electronics etc. Their primary focus is dealing with these - as in building, fixing, operating or designing them. Involvement in these areas leads to high manual skills, or a fine aptitude for practical design - as found in the various forms of engineering.

Realists like to find practical solutions to problems using tools, technology and skilled work. Realists usually prefer to be active in their work environment, often do most of their work alone, and enjoy taking decisive action with a minimum amount of discussion and paperwork.

The usual route into this job is by applying directly to the call centres. Training is usually on the job and varies depending on the type of client calls you will be handling. Customer care training is usually provided as well as training in using the equipment.

Training & Development 

FET Centre Traineeships Business Administration & Office procedures NFQ level 5 Search our FET centre coursefinder

Further Education PLC courses: Sales, Office admin, and Customer care NFQ Level 5 Search our FET PLC Coursefinder

Last Updated: March, 2023

Salary Range (thousands per year)* €28k - €40k

Salaries vary by employer, location, duties, role, and experience

Data Source(s):
Brightwater / Morgan McKinley / CPL / Sigmar

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

Employment growth was slightly above the national average for this occupation although employment levels have changed very little since 2019. At 28%, the share of non-Irish citizens employed was above average. Employment permits issued in 2022 related primarily to the ICT sector, with language skills a requirement for some. The number of online job postings for customer service occupations fell by nearly 5% in 2022. Despite this, there was a high level of recent job hires for this occupation pointing to significant job churn. 

Data from employers (Skills for Growth and Spotlight on Skills) and the Recruitment Agency Survey shows that, outside of the ICT sector, some customer service occupations remain difficult to fill; demand was evident in the retail and financial sectors, and for skills such as digital, relationship management, and customer service Demand for customer service occupations has likely been dampened somewhat by the ICT sector restructuring; nonetheless, job opportunities will arise for those with strong people & customer service skills,especially outside the ICT sector. 

• Customer Contact Management Association

  • CCMA Ireland Ltd., P.O. Box 1016, An Post Mail Centre, Blessington Road, Naas, Co. Kildare.
  • 087-2256055
  • [email protected]
  • Click Here