Training
Regulated training and graduates
Tends to vary depending on the required degree of specialisation and the sector. For call centres that do not require technical knowledge, they don't usually request a high level of studies, but they do require basic knowledge of office automation tools. The increased professionalisation of this occupation is reflected in cases such as the Income Campaign, for which all people hired had to have degrees or titles in Economics, Business Studies, Law, Work Relations, Management and Public Administration or other similar careers.
- Minimum compulsory education
- Professionalism Certificate: Sales activities (Level 2)
- Professional Training Course(s) in the field of Trade and Marketing - Intermediate Level: Trade activities
Complementary training
Complementary training is very important for this profile. The company that hires telemarketing operators generally provide training via a course that may last up to one month. The need to provide in-house training for this job is because they often have to use different computer applications simultaneously to attend to customers. For communications and banking companies, among others, workers should receive specific training about these activities and their products. Many of these companies offer continuous training in languages, computers and customer service to win employee loyalty and strengthen their skills. Information on the centres offering Master's, posgraduate degrees and specialised courses can be found in the "Resources" section.
Other specific skills
Office package literacy. Customer communication skills. Knowledge of languages, especially English.
Interests
Customer service
Direct and personal interaction with people and relating to the public are highly-motivating activities for individuals who have an interest in the field of customer service. A focus on people and on satisfying customers' needs is key in the occupations included in this field. These jobs entail the need to know suitable techniques for attending to the public and being able to give appropriate service that is tailored to their needs and expectations. Good examples are activities which offer assistance and guidance during functions, trips or at facilities, and those which provide advice in relation to products and services.
Communication
Those who show a preference for the field of communication are interested in the generation and dissemination of information. This information, however, can have various purposes: provide information on events and occurrences, generate public opinion on a certain topic or promote and publicise a service or product. Carrying out these activities requires knowledge of various techniques aimed at communication, persuasion and marketing.