Live chat operator to customer contact centre information clerk

• already held answer incoming calls skill
• already held characteristics of products knowledge
• already held characteristics of services knowledge
• already held guarantee customer satisfaction skill
• already held call-centre technologies knowledge
• already held carry out active selling skill
• already held discern written communication skill
• already held handle helpdesk problems skill
• already held knowledge base knowledge

• optional, not held assist customers optional
• optional, not held contact customers 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 customer relationship management optional
• optional, not held draft corporate emails optional
• optional, not held measure customer feedback optional
• optional, not held prepare correspondence for customers optional
• optional, not held process payments optional

• not needed by the target role adapt to changing situations skill
• not needed by the target role communication principles knowledge
• not needed by the target role create solutions to problems skill
• 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 exercise patience skill
• not needed by the target role handle tasks independently skill
• not needed by the target role have computer literacy skill
• not needed by the target role information confidentiality knowledge
• not needed by the target role keep task records 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 perform multiple tasks at the same time skill
• not needed by the target role persuade clients with alternatives skill
• not needed by the target role prioritise requests skill
• not needed by the target role process data skill
• not needed by the target role provide customer follow-up services skill
• not needed by the target role respond to inquiries in written form skill
• not needed by the target role sales argumentation knowledge
• not needed by the target role type at speed skill
• not needed by the target role use communication devices skill
• not needed by the target role use communication techniques skill
• not needed by the target role use customer relationship management software skill
• not needed by the target role use internet chat skill
• not needed by the target role utilise cross-selling skill
• not needed by the target role work with e-services available to citizens skill

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

• still to learn customer insight required
• still to learn customer service required
• optional, not held customer relationship management optional

Yes, and it is a substantial move. A live chat operator already covers 28% of what a customer contact centre information clerk is expected to do: 9 skills carry over, 4 of which the customer contact centre information clerk role treats as required.

10 required skills are missing, plus 13 optional ones. They fall into 6 areas of the ESCO skill hierarchy, led by communication, collaboration and creativity. The single most important is collect customer data.

Its learning distance is 68.1 out of 100, which is the substantial band. That accounts for both how much is missing and how specialised those skills are.