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

contact centre managertocustomer contact centre information clerk

A contact centre manager already meets 33% of what the customer contact centre information clerk role asks for. The move turns on 9 required skills not yet in the profile.

From contact centre manager
33%
Overlap1
To customer contact centre information clerk
10 Skills carried over
9 Required, not held
64.4 Difficulty2
Career overlap Distant match

33%

Learning distance Substantial retraining

64.4/ 100

1 Share of the customer contact centre information clerk role’s weighted skill requirement already met by the contact centre manager 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.

Why

Why this move works

A customer contact centre information clerk role treats 5 of its required skills as things a contact centre manager already does. These are the ones it depends on most.

  • characteristics of products
  • characteristics of services
  • customer insight
  • keep records of customer interaction
  • perform customer management

What stands in the way is 9 required skills the profile does not yet cover. Table 3 groups them; Table 4 says which to take first.

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 customer contact centre information clerk role needs them, and most people applying for one will not have them already. This is the part of a contact centre manager background worth leading with.

Skill the target role also needs Area
  • already held handle helpdesk problems communication, collaboration and creativity
  • already held customer insight business, administration and law
  • already held perform customer management assisting and caring
  • already held knowledge base information and communication technologies (icts)
  • already held contact customers communication, collaboration and creativity
  • already held keep records of customer interaction information skills

All 10 carried skills, including the 5 the customer contact centre information clerk role treats as required.

Table 3

Table 3 · What you would need to learn

The 22 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, 5 supplementary
  • required, not held communicate by telephone required
  • required, not held communicate with customers required
  • required, not held establish customer rapport required
  • required, not held provide customer follow-up required
  • optional, not held carry out active selling optional
  • optional, not held discern written communication optional
  • optional, not held improve customer interaction optional
  • optional, not held provide customers with price information optional
  • optional, not held draft corporate emails optional
02 assisting and caring 2 required, 4 supplementary
  • required, not held guarantee customer satisfaction required
  • required, not held answer incoming calls required
  • optional, not held assist customers optional
  • optional, not held follow up orders for customers optional
  • optional, not held notify customers on special offers optional
  • optional, not held provide customers with order information optional
03 information skills 1 required, 1 supplementary
  • required, not held collect customer data required
  • optional, not held analyse call performance trends optional
04 business, administration and law 1 required
  • required, not held customer service required
05 working with computers 1 required
  • required, not held use databases required
06 management skills 2 supplementary
  • optional, not held prepare correspondence for customers optional
  • optional, not held process payments optional

1 further area in the appendix

Table 4

Table 4 · Where to start

The 3 entries a customer contact centre information clerk 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 customer insight knowledge
  • already held keep records of customer interaction skill
  • already held perform customer management skill
  • already held contact customers skill
  • already held customer relationship management knowledge
  • already held handle helpdesk problems skill
  • already held knowledge base knowledge
  • already held measure customer feedback skill
The 1 learning area not shown above
Skill to acquire Tier
07 information and communication technologies (icts) 1 supplementary
  • optional, not held call-centre technologies optional
13 supplementary skills, helpful but not required
Skill to acquire Tier
  • optional, not held assist customers optional
  • optional, not held carry out active selling optional
  • optional, not held discern written communication optional
  • optional, not held follow up orders for customers optional
  • optional, not held improve customer interaction optional
  • optional, not held notify customers on special offers optional
  • optional, not held provide customers with order information optional
  • optional, not held provide customers with price information optional
  • optional, not held analyse call performance trends optional
  • optional, not held call-centre technologies optional
  • optional, not held draft corporate emails optional
  • optional, not held prepare correspondence for customers optional
  • optional, not held process payments optional
31 held skills the customer contact centre information clerk role does not ask for
Skill Type
  • not needed by the target role accounting techniques knowledge
  • not needed by the target role analyse business plans skill
  • not needed by the target role analyse business processes skill
  • not needed by the target role analyse customer service surveys skill
  • not needed by the target role analyse staff capacity skill
  • not needed by the target role assess the feasibility of implementing developments skill
  • not needed by the target role coordinate operational activities skill
  • not needed by the target role corporate social responsibility knowledge
  • not needed by the target role create a work atmosphere of continuous improvement skill
  • not needed by the target role create solutions to problems skill
  • not needed by the target role discharge employees skill
  • not needed by the target role e-commerce systems knowledge
  • not needed by the target role fix meetings skill
  • not needed by the target role follow company standards skill
  • not needed by the target role handle customer complaints skill
  • not needed by the target role manage budgets skill
  • not needed by the target role manage contracts skill
  • not needed by the target role manage customer service skill
  • not needed by the target role manage resources skill
  • not needed by the target role manage staff skill
  • not needed by the target role monitor customer service skill
  • not needed by the target role motivate employees skill
  • not needed by the target role oversee record management skill
  • not needed by the target role perform risk analysis skill
  • not needed by the target role plan health and safety procedures skill
  • not needed by the target role present reports skill
  • not needed by the target role recruit employees skill
  • not needed by the target role social media marketing techniques knowledge
  • not needed by the target role supervise work skill
  • not needed by the target role teach customer service techniques skill
  • not needed by the target role train employees skill
2 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 customer service required
  • optional, not held call-centre technologies optional
Index

Other moves recorded from contact centre manager

Full index of moves from contact centre manager

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.