Table 1Transition record

call centre agenttorental service representative

A call centre agent already meets 24% of what the rental service representative role asks for. The move turns on 17 required skills not yet in the profile.

From call centre agent

24%

Overlap1

To rental service representative

11 Skills carried over

17 Required, not held

77.4 Difficulty2

adjacent 0–30

moderate 30–55

substantial 55–75

career change 75–100

this move, 77.4

This move: 77.4 of 100 · career change

1 Share of the rental service representative role’s weighted skill requirement already met by the call centre agent profile. Required skills count in full, supplementary skills at 0.35. Directional: the figure for the reverse move differs. 2 Combines what is missing with how specialised it is, so a gap of general skills scores easier than the same number of narrow ones.

Table 2

Table 2 · What you already bring

Of the 11 skills that carry over, these are the ones fewest other occupations ask for. A rental service representative role needs them, and most people applying for one will not have them already. This is the part of a call centre agent background worth leading with.

Skill the target role also needs Area

already held credit card payments business, administration and law
already held use customer relationship management software working with computers
already held process data information skills
already held communicate by telephone communication, collaboration and creativity
already held perform multiple tasks at the same time management skills
already held provide customer follow-up services assisting and caring

All 11 carried skills, including the 5 the rental service representative role treats as required.

Table 3

Table 3 · What you would need to learn

The 32 missing skills fall into 7 areas of the ESCO skill hierarchy, numbered below in the order worth working in: the areas carrying the most required skills come first, and inside each one the required skills sit above the supplementary ones.

Skill to acquire Tier

01 communication, collaboration and creativity 7 required, 5 supplementary

required, not held handle rental overdues required
required, not held identify customer's needs required
required, not held provide customers with price information required
required, not held work independently in rental services required
required, not held achieve sales targets required
required, not held communicate with customers required
required, not held manage claims process required

optional, not held build rapport with people from different cultural backgrounds optional
optional, not held facilitate official agreement optional
optional, not held manage contracts optional
optional, not held show diplomacy optional
optional, not held use different communication channels optional

02 information skills 4 required

required, not held maintain inventory of rented items required
required, not held record customers' personal data required
required, not held apply numeracy skills required
required, not held review completed contracts required

03 business, administration and law 3 required, 2 supplementary

required, not held company policies required
required, not held product comprehension required
required, not held financial capability required

optional, not held office equipment optional
optional, not held contract law optional

04 management skills 2 required, 1 supplementary

required, not held handle financial transactions required
required, not held process payments required

optional, not held operate cash register optional

05 assisting and caring 1 required, 1 supplementary

required, not held assist customers required

optional, not held manage theft prevention optional

06 engineering, manufacturing and construction 5 supplementary

optional, not held industrial tools optional
optional, not held machinery products optional
optional, not held mining, construction and civil engineering machinery products optional
optional, not held types of aircraft optional
optional, not held types of maritime vessels optional

1 further area in the appendix

Table 4

Table 4 · Where to start

The 3 entries a rental service representative role is least likely to hire without. The ordering is computed from the skill data, not from what pays.

Each entry opens a course search for that skill. Career Overlap earns nothing from these links.

Appendix

Appendix · The rest of the record

All 11 skills that carry over

Skill Type

already held guarantee customer satisfaction skill
already held have computer literacy skill
already held perform multiple tasks at the same time skill
already held process data skill
already held provide customer follow-up services skill
already held communicate by telephone skill
already held create solutions to problems skill
already held credit card payments knowledge
already held listen actively skill
already held speak different languages skill
already held use customer relationship management software skill

The 1 learning area not shown above

Skill to acquire Tier

07 agriculture, forestry, fisheries and veterinary 1 supplementary

optional, not held agricultural equipment optional

15 supplementary skills, helpful but not required

Skill to acquire Tier

optional, not held agricultural equipment optional
optional, not held build rapport with people from different cultural backgrounds optional
optional, not held industrial tools optional
optional, not held machinery products optional
optional, not held mining, construction and civil engineering machinery products optional
optional, not held office equipment optional
optional, not held operate cash register optional
optional, not held types of aircraft optional
optional, not held types of maritime vessels optional
optional, not held contract law optional
optional, not held facilitate official agreement optional
optional, not held manage contracts optional
optional, not held manage theft prevention optional
optional, not held show diplomacy optional
optional, not held use different communication channels optional

21 held skills the rental service representative role does not ask for

Skill Type

not needed by the target role adapt to changing situations skill
not needed by the target role answer incoming calls skill
not needed by the target role apply operations for an ITIL-based environment skill
not needed by the target role characteristics of products knowledge
not needed by the target role characteristics of services knowledge
not needed by the target role communication principles knowledge
not needed by the target role e-commerce systems knowledge
not needed by the target role e-procurement knowledge
not needed by the target role educate on data confidentiality skill
not needed by the target role handle helpdesk problems skill
not needed by the target role handle tasks independently skill
not needed by the target role keep task records skill
not needed by the target role knowledge base knowledge
not needed by the target role perform data analysis skill
not needed by the target role perform escalation procedure skill
not needed by the target role present reports skill
not needed by the target role prioritise requests skill
not needed by the target role provide ICT support skill
not needed by the target role teamwork principles knowledge
not needed by the target role think proactively skill
not needed by the target role tolerate stress skill

11 gaps that are knowledge rather than practice

Knowledge gaps usually close through study. Practical skill gaps usually need something you can point at.

Skill to acquire Tier

required, not held company policies required
required, not held product comprehension required
required, not held financial capability required
optional, not held agricultural equipment optional
optional, not held industrial tools optional
optional, not held machinery products optional
optional, not held mining, construction and civil engineering machinery products optional
optional, not held office equipment optional
optional, not held types of aircraft optional
optional, not held types of maritime vessels optional
optional, not held contract law optional

Index

Other moves recorded from call centre agent

Full index of moves from call centre agent

Note

How this record was compiled

Both occupations are taken from ESCO, which lists the skills and knowledge each occupation is expected to have and marks every one required or optional. Nothing here is a prediction about hiring, and nothing here knows that a particular employer wants a particular certificate. Treat Table 3 as a starting point for your own research rather than a syllabus. The full method states what these figures can and cannot tell you.