RecordMove

Rental service representative to call centre agent

A rental service representative already meets 47% of what the call centre agent role asks for. The move turns on 7 required skills not yet in the profile.

Fig. 1 · Skill transfer ESCO v1.2.1 · directional

From rental service representative

Partial match

To call centre agent

11 You already bring

7 Still to learn

32 Skills in the target role2

Learning distance Real move, short list to learn

54.7/ 100

adjacentmoderatesubstantialcareer change

1 How much of what a call centre agent is expected to do is already part of a rental service representative’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 call centre agent role is recorded as needing, required and optional together. What these numbers mean.

Why

Why this move works

A call centre agent role treats 10 of its required skills as things a rental service representative already does. You would walk in with these on day one.

communicate by telephone
create solutions to problems
credit card payments
guarantee customer satisfaction
have computer literacy
listen actively

What stands in the way is 7 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 11 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 rental service representative background worth leading with.

Skill the target role also needs Area

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 10 the call centre agent role treats as required.

Table 3

Table 3 · What you may need to learn

The 21 missing skills fall into 9 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.

Skill to pick up Tier

01 communication, collaboration and creativity 2 required, 4 supplementary

still to learn adapt to changing situations required
still to learn 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
optional, not held think proactively optional

02 information skills 2 required

still to learn handle tasks independently required
still to learn keep task records required

03 business, administration and law 1 required, 1 supplementary

still to learn characteristics of services required

optional, not held e-procurement optional

04 management skills 1 required, 1 supplementary

still to learn tolerate stress required

optional, not held prioritise requests optional

05 engineering, manufacturing and construction 1 required

still to learn characteristics of products required

06 assisting and caring 2 supplementary

optional, not held apply operations for an ITIL-based environment optional
optional, not held answer incoming calls optional

3 further areas in the appendix

Table 4

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.

Each entry opens a course search for that skill. Career Overlap earns nothing from these links.

Appendix

Appendix · The rest of the record

All 11 skills that carry over

Skill Type

already held communicate by telephone skill
already held create solutions to problems skill
already held credit card payments knowledge
already held guarantee customer satisfaction skill
already held have computer literacy skill
already held listen actively skill
already held perform multiple tasks at the same time skill
already held process data skill
already held speak different languages skill
already held use customer relationship management software skill
already held provide customer follow-up services skill

The 3 learning areas not shown above

Skill to pick up Tier

07 generic programmes and qualifications 2 supplementary

optional, not held communication principles optional
optional, not held teamwork principles optional

08 information and communication technologies (icts) 2 supplementary

optional, not held e-commerce systems optional
optional, not held knowledge base optional

09 working with computers 2 supplementary

optional, not held perform data analysis optional
optional, not held provide ICT support optional

14 supplementary skills, helpful but not required

Skill to pick up Tier

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 teamwork principles optional
optional, not held think proactively optional

32 held skills the call centre agent role does not ask for

Skill Type

not needed by the target role achieve sales targets skill
not needed by the target role agricultural equipment knowledge
not needed by the target role apply numeracy skills skill
not needed by the target role assist customers skill
not needed by the target role build rapport with people from different cultural backgrounds skill
not needed by the target role communicate with customers skill
not needed by the target role company policies knowledge
not needed by the target role contract law knowledge
not needed by the target role facilitate official agreement skill
not needed by the target role financial capability knowledge
not needed by the target role handle financial transactions skill
not needed by the target role handle rental overdues skill
not needed by the target role identify customer's needs skill
not needed by the target role industrial tools knowledge
not needed by the target role machinery products knowledge
not needed by the target role maintain inventory of rented items skill
not needed by the target role manage claims process skill
not needed by the target role manage contracts skill
not needed by the target role manage theft prevention skill
not needed by the target role mining, construction and civil engineering machinery products knowledge
not needed by the target role office equipment knowledge
not needed by the target role operate cash register skill
not needed by the target role process payments skill
not needed by the target role product comprehension knowledge
not needed by the target role provide customers with price information skill
not needed by the target role record customers' personal data skill
not needed by the target role review completed contracts skill
not needed by the target role show diplomacy skill
not needed by the target role types of aircraft knowledge
not needed by the target role types of maritime vessels knowledge
not needed by the target role use different communication channels skill
not needed by the target role work independently in rental services skill

7 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 pick up Tier

still to learn characteristics of products required
still to learn characteristics of services 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

Index

Other moves recorded from rental service representative

Full index of moves from rental service representative

FAQ

Common questions about this move

Can a rental service representative become a call centre agent?

Yes, and it is a moderate move. A rental service representative already covers 47% of what a call centre agent is expected to do: 11 skills carry over, 10 of which the call centre agent role treats as required.

What skills does a rental service representative need to become a call centre agent?

7 required skills are missing, plus 14 optional ones. They fall into 9 areas of the ESCO skill hierarchy, led by communication, collaboration and creativity. The single most important is characteristics of products.

How hard is the move from rental service representative to call centre agent?

Its learning distance is 54.7 out of 100, which is the moderate band. That accounts for both how much is missing and how specialised those skills are.

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.