Call centre operator

Call centre operators answer enquiries from customers by telephone, email, webchat, text and post.

In this guide

What you'll do

Day-to-day tasks

Depending on your role, you could:

  • answer calls, emails and web chat enquiries from customers
  • make telesales and market research calls to new and existing customers
  • deal with customer orders, card payments, enquiries and complaints
  • advise about products and services
  • support customers to fix computer problems
  • offer counselling, welfare and benefits advice, legal information or help with careers
  • update customers' records on computer databases

Working environment

You could work in a contact centre.

Career path and progression

With experience and training, you could progress to team leader or manager.

Depending on your interests and experience, you could also move into human resources, resource planning, marketing and training.

What it takes

Skills and knowledge

You'll need:

  • customer service skills
  • to be thorough and pay attention to detail
  • the ability to work well with others
  • sensitivity and understanding
  • patience and the ability to remain calm in stressful situations
  • the ability to accept criticism and work well under pressure
  • excellent verbal communication skills
  • active listening skills
  • to be able to use a computer and the main software packages competently

Most relevant

  • English Language - Call centre operators communicate with customers constantly – by phone, email, webchat, and letter – so clear and effective use of language is essential. They need to explain products, resolve complaints, and write accurate responses that customers can easily understand.
  • Business - Call centre operators work within businesses and need to understand how customer service fits into the wider organisation. They deal with sales, complaints, and product enquiries, all of which require an understanding of how businesses operate and keep customers satisfied.

Also relevant

  • Computer Science - Call centre operators sometimes support customers with technical problems, such as troubleshooting computer or software issues on IT helplines. Understanding how systems and software work helps them diagnose problems and guide customers through fixes.
  • Psychology - Call centre operators deal with a wide range of people, including frustrated or upset customers, and need to stay calm while understanding what the person really needs. Knowledge of how people think and behave helps them manage difficult conversations and respond with empathy.
  • Mathematics - Call centre operators process card payments, handle orders, and sometimes work with pricing or billing queries. Being confident with numbers helps them check figures quickly and spot errors when dealing with customer accounts.
  • Modern Foreign Languages - Call centre operators in companies that serve international customers may need to communicate in other languages. Being able to speak a second language can open up specialist roles and help when assisting non-English-speaking callers.

How to become

You can get into this job through:

  • a college course
  • an apprenticeship
  • applying directly

You can start by doing a course like:

  • Level 1 Certificate for Introduction to Customer Service
  • Level 2 Certificate in Contact Centre Operations

Entry requirements

Entry requirements for these courses vary.

More Information

You could get into this job through an intermediate customer service practitioner or advanced customer service specialist apprenticeship.

Entry requirements

You'll usually need:

  • some GCSEs, usually including English and maths, or equivalent, for an intermediate apprenticeship
  • 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, including English and maths, for an advanced apprenticeship

More Information

There are no set requirements for applying directly for jobs, though employers may ask for some GCSEs. Basic computer skills and admin experience can be useful.

If the job requires more specialised knowledge, for example on an IT support helpline or an advice service, you'll usually need a relevant qualification.

Career tips

Employers look for people with personal qualities like confidence and a good telephone manner. Job interviews often include practical telephone and keyboard tests.

Temporary work can be a useful way to get started in this career and can lead to permanent jobs.

Professional and industry bodies

You can join the The Institute of Customer Service to access training and meet other people working in customer service roles.

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