Career Overlap Transition record Edition 1 · ESCO v1.2.1
Table 1Transition record

call centre agenttosales processor

A call centre agent already meets 32% of what the sales processor role asks for. The move turns on 13 required skills not yet in the profile.

From call centre agent
32%
Overlap1
To sales processor
10 Skills carried over
13 Required, not held
68.1 Difficulty2
adjacent 0–30
moderate 30–55
substantial 55–75
career change 75–100
this move, 68.1

This move: 68.1 of 100 · substantial

1 Share of the sales processor 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 10 skills that carry over, these are the ones fewest other occupations ask for. A sales processor 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 process data information skills
  • already held e-commerce systems information and communication technologies (icts)
  • already held perform multiple tasks at the same time management skills
  • already held characteristics of services business, administration and law
  • already held characteristics of products engineering, manufacturing and construction
  • already held provide customer follow-up services assisting and caring

All 10 carried skills, including the 7 the sales processor role treats as required.

Table 3

Table 3 · What you would need to learn

The 24 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 4 required, 2 supplementary
  • required, not held identify customer's needs required
  • required, not held work independently in sales required
  • required, not held ensure client orientation required
  • required, not held use different communication channels required
  • optional, not held negotiate sales contracts optional
  • optional, not held show diplomacy optional
02 management skills 3 required
  • required, not held issue sales invoices required
  • required, not held meet deadlines required
  • required, not held process payments required
03 working with computers 2 required, 2 supplementary
  • required, not held use databases required
  • required, not held use spreadsheets software required
  • optional, not held manage digital documents optional
  • optional, not held use e-services optional
04 assisting and caring 2 required
  • required, not held provide customers with order information required
  • required, not held provide information required
05 business, administration and law 1 required, 6 supplementary
  • required, not held sales activities required
  • optional, not held company policies optional
  • optional, not held customer service optional
  • optional, not held channel marketing optional
  • optional, not held international business optional
  • optional, not held multimodal transport logistics optional
  • optional, not held supply chain principles optional
06 information skills 1 required
  • required, not held process order forms with customer's information required

1 further area in the appendix

Table 4

Table 4 · Where to start

The 3 entries a sales processor 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 10 skills that carry over
Skill Type
  • already held characteristics of products knowledge
  • already held characteristics of services knowledge
  • already held have computer literacy skill
  • already held perform multiple tasks at the same time skill
  • already held present reports skill
  • already held process data skill
  • already held provide customer follow-up services skill
  • already held create solutions to problems skill
  • already held e-commerce systems knowledge
  • already held speak different languages skill
The 1 learning area not shown above
Skill to acquire Tier
07 engineering, manufacturing and construction 1 supplementary
  • optional, not held electronic communication optional
11 supplementary skills, helpful but not required
Skill to acquire Tier
  • optional, not held company policies optional
  • optional, not held customer service optional
  • optional, not held negotiate sales contracts optional
  • optional, not held channel marketing optional
  • optional, not held electronic communication optional
  • optional, not held international business optional
  • optional, not held manage digital documents optional
  • optional, not held multimodal transport logistics optional
  • optional, not held show diplomacy optional
  • optional, not held supply chain principles optional
  • optional, not held use e-services optional
22 held skills the sales processor 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 communicate by telephone skill
  • not needed by the target role communication principles knowledge
  • not needed by the target role credit card payments 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 guarantee customer satisfaction 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 listen actively skill
  • 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 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
  • not needed by the target role use customer relationship management software skill
8 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 sales activities required
  • optional, not held company policies optional
  • optional, not held customer service optional
  • optional, not held channel marketing optional
  • optional, not held electronic communication optional
  • optional, not held international business optional
  • optional, not held multimodal transport logistics optional
  • optional, not held supply chain principles 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.