railway passenger service agenttocall centre agent
A railway passenger service agent already meets 20% of what the call centre agent role asks for. The move turns on 13 required skills not yet in the profile.
20%
76/ 100
1 Share of the call centre agent role’s weighted skill requirement already met by the railway passenger service 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.
Why this move works
A call centre agent role treats 4 of its required skills as things a railway passenger service agent already does. These are the ones it depends on most.
- guarantee customer satisfaction
- have computer literacy
- listen actively
- speak different languages
What stands in the way is 13 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 5 skills that carry over, these are the ones fewest other occupations ask for. A call centre agent role needs them, and most people applying for one will not have them already. This is the part of a railway passenger service agent background worth leading with.
- already held think proactively communication, collaboration and creativity
- already held guarantee customer satisfaction assisting and caring
- already held listen actively communication, collaboration and creativity
- already held speak different languages communication, collaboration and creativity
- already held have computer literacy working with computers
All 5 carried skills, including the 4 the call centre agent role treats as required.
Table 3 · What you would need to learn
The 27 missing skills fall into 9 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.
- required, not held adapt to changing situations required
- required, not held communicate by telephone required
- required, not held create solutions to problems required
- required, not held present reports required
- optional, not held educate on data confidentiality optional
- optional, not held handle helpdesk problems optional
- optional, not held perform escalation procedure optional
- required, not held handle tasks independently required
- required, not held keep task records required
- required, not held process data required
- required, not held characteristics of services required
- required, not held credit card payments required
- optional, not held e-procurement optional
- required, not held tolerate stress required
- required, not held perform multiple tasks at the same time required
- optional, not held prioritise requests optional
- required, not held use customer relationship management software required
- optional, not held perform data analysis optional
- optional, not held provide ICT support optional
- required, not held characteristics of products required
3 further areas in the appendix
Table 4 · Where to start
The 3 entries a call centre agent role is least likely to hire without. The ordering is computed from the skill data, not from what pays.
- 01 characteristics of products knowledge · sector specific
- 02 characteristics of services knowledge · sector specific
- 03 handle tasks independently skill · sector specific
Each entry opens a course search for that skill. Career Overlap earns nothing from these links.
Appendix · The rest of the record
All 5 skills that carry over
- already held guarantee customer satisfaction skill
- already held have computer literacy skill
- already held listen actively skill
- already held speak different languages skill
- already held think proactively skill
The 3 learning areas not shown above
- optional, not held apply operations for an ITIL-based environment optional
- optional, not held answer incoming calls optional
- optional, not held provide customer follow-up services optional
- optional, not held communication principles optional
- optional, not held teamwork principles optional
- optional, not held e-commerce systems optional
- optional, not held knowledge base optional
14 supplementary skills, helpful but not required
- optional, not held apply operations for an ITIL-based environment optional
- optional, not held e-commerce systems optional
- optional, not held e-procurement optional
- optional, not held answer incoming calls optional
- optional, not held communication principles optional
- optional, not held educate on data confidentiality optional
- optional, not held handle helpdesk problems optional
- optional, not held knowledge base optional
- optional, not held perform data analysis optional
- optional, not held perform escalation procedure optional
- optional, not held prioritise requests optional
- optional, not held provide ICT support optional
- optional, not held provide customer follow-up services optional
- optional, not held teamwork principles optional
25 held skills the call centre agent role does not ask for
- not needed by the target role act reliably skill
- not needed by the target role advise customers on the product range of railway companies skill
- not needed by the target role assist passengers skill
- not needed by the target role collect customer data skill
- not needed by the target role communicate with customer service department skill
- not needed by the target role deliver a sales pitch skill
- not needed by the target role deliver outstanding service skill
- not needed by the target role identify customer's needs skill
- not needed by the target role implement marketing strategies skill
- not needed by the target role implement sales strategies skill
- not needed by the target role interpret customer non-verbal communication skill
- not needed by the target role maintain updated professional knowledge skill
- not needed by the target role manage the customer experience skill
- not needed by the target role meet picking standards skill
- not needed by the target role perform services in a flexible manner skill
- not needed by the target role persuade clients with alternatives skill
- not needed by the target role provide high quality customer service skill
- not needed by the target role provide information on train routes skill
- not needed by the target role provide information to passengers skill
- not needed by the target role react calmly in stressful situations skill
- not needed by the target role relay messages through radio and telephone systems skill
- not needed by the target role represent the company skill
- not needed by the target role use microsoft office skill
- not needed by the target role work in a rail transport team skill
- not needed by the target role write work-related reports 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.
- required, not held characteristics of products required
- required, not held characteristics of services required
- required, not held credit card payments required
- optional, not held e-commerce systems optional
- optional, not held e-procurement optional
- optional, not held communication principles optional
- optional, not held knowledge base optional
- optional, not held teamwork principles optional
Other moves recorded from railway passenger service agent
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.