Call centre agent to rental 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.
77.4/ 100
1 How much of what a rental service representative is expected to do is already part of a call centre agent’s work. Directional: the figure for the reverse move differs, because moving into a speciality is not the same problem as moving out of one. 2 Every skill the rental service representative role is recorded as needing, required and optional together. What these numbers mean.
Why this move works
A rental service representative role treats 5 of its required skills as things a call centre agent already does. You would walk in with these on day one.
- guarantee customer satisfaction
- have computer literacy
- perform multiple tasks at the same time
- process data
- provide customer follow-up services
What stands in the way is 17 required skills the profile does not yet cover. Table 3 groups them; Table 4 says which to take first.
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.
- 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 · What you may need to learn
The 32 missing skills fall into 7 areas of the ESCO skill hierarchy, numbered in the order worth working in. Areas carrying the most required skills come first, and inside each one the required skills sit above the optional ones. Nothing here is a verdict on you: it is a list of what this particular job asks for that your current one does not.
- still to learn handle rental overdues required
- still to learn identify customer's needs required
- still to learn provide customers with price information required
- still to learn work independently in rental services required
- still to learn achieve sales targets required
- still to learn communicate with customers required
- still to learn 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
- still to learn maintain inventory of rented items required
- still to learn record customers' personal data required
- still to learn apply numeracy skills required
- still to learn review completed contracts required
- still to learn company policies required
- still to learn product comprehension required
- still to learn financial capability required
- optional, not held office equipment optional
- optional, not held contract law optional
- still to learn handle financial transactions required
- still to learn process payments required
- optional, not held operate cash register optional
- still to learn assist customers required
- optional, not held manage theft prevention 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 types of aircraft optional
- optional, not held types of maritime vessels optional
1 further area in the appendix
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.
- 01 assist customers practise this
- 02 company policies study this
- 03 handle rental overdues practise this
Each entry opens a course search for that skill. Career Overlap earns nothing from these links.
Appendix · The rest of the record
All 11 skills that carry over
- 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
- optional, not held agricultural equipment optional
15 supplementary skills, helpful but not required
- 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
- 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.
- still to learn company policies required
- still to learn product comprehension required
- still to learn 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
Other moves recorded from call centre agent
- live chat operator 59% covered · moderate
- ICT help desk agent 46% covered · substantial
- customer service representative 36% covered · substantial
- car leasing agent 35% covered · substantial
- sales processor 32% covered · substantial
- call centre supervisor 32% covered · substantial
- ICT help desk manager 30% covered · substantial
- customer contact centre information clerk 28% covered · substantial
Common questions about this move
Can a call centre agent become a rental service representative?
Yes, and it is a career change move. A call centre agent already covers 24% of what a rental service representative is expected to do: 11 skills carry over, 5 of which the rental service representative role treats as required.
What skills does a call centre agent need to become a rental service representative?
17 required skills are missing, plus 15 optional ones. They fall into 7 areas of the ESCO skill hierarchy, led by communication, collaboration and creativity. The single most important is assist customers.
How hard is the move from call centre agent to rental service representative?
Its learning distance is 77.4 out of 100, which is the career change band. That accounts for both how much is missing and how specialised those skills are.
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.