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Call centre operator

Answer people's questions and sort out their problems with friendly advice and information on the phone and by email.

Also known as: customer service agent, call centre agent

About the job

What it's like

You would answer people’s questions, give them advice and sort out their problems by phone and email.

You’d help customers with clear, friendly advice and information. Sometimes you’d help them complete a task such as pay a bill or buy a product which they may find confusing or difficult.

You’d probably speak with people on the phone or use email, text and instant messaging to chat with them. But you might also respond by post or fax.

You could work in a lot of different sectors.

If you work for a retail company, shop or mail order business, you would:

  • Deal with customer orders

  • Handle credit and debit card payments

  • Answer enquiries

  • Respond to complaints

If you work or a financial institution you’d advise people about the products and services. You’d also do telesales to sell the products and do market research.

If you worked on an information technology (IT) helpline you’d help customers fix their computer problems. You might talk them through the process.

You could also help the people who call advice lines for services like:

  • Counselling

  • Welfare and benefits advice

  • Legal information

  • Help with careers

You would usually access and update customers' records on computer databases.

With experience, you could mentor and train staff and check calls to ensure customers get a good service.

Hours

Full-time jobs are normally 35 to 40 hours a week. You would often have a choice of full-time or part-time hours. Many companies offer flexible working, sometimes on a shift system.

Environment

You would spend most of your time at a computer wearing a telephone headset. At some call centres you may not have a permanent desk but would take the first available one when you start your shift.

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Related industries

Many jobs can be done in lots of different industries. We've highlighted the ones we think are most important for this job.

  • Financial and professional services
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Top skills

Skills are things you're good at. Whether you know what yours are or not, everyone has them!

It's useful to learn which ones are important in a job so you know the areas you need to brush up on. It can also help you work out if you're suited to a career.

Top specialised skills

These are the top specialised skills that have been found in job vacancies across Scotland. From March 2024 to March 2025.

  • call center experience
  • broadband
Source: Based on vacancy data from Lightcast

Meta skills

Here are some of the meta skills you'll need to do this job.

  • empathising
  • respecting
  • cooperating
  • verbal communication
  • attention to detail
  • positive attitude

Your skills are important

Our unique skillsets are what make us stand out from the crowd. Learn about each skill in depth and discover what employers look for in your applications and interviews.

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Getting in

Explore each section to find more information about getting into this career.

Colleges and universities will list subjects you'll need for entry to a course. Some useful subjects include:

  • Administration and Information Technology

  • English and Communication

  • Skills for Work: Retailing

Qualifications at SCQF levels 4 to 6 or relevant work-based experience and qualifications such as a Scottish Vocational Qualification in Customer Services (SVQ level 2/3).

Qualifications and experience that demonstrate administrative and IT skills, a good telephone manner and customer service skills will be helpful.

It is helpful to have relevant work-based qualifications such as a Scottish Vocational Qualification in Contact Centre Operations (SVQ level 2/3) or be willing to work towards qualifications once in a job.

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