Description
Respond to customers’ inquiries and provide customers with appropriate information.
Alternative labels
pick up incoming calls
answering incoming calls
answering an incoming call
respond to incoming calls
answer an incoming call
take incoming calls
deal with incoming calls
Skill type
skill/competence
Skill reusability level
cross-sector
Relationships with occupations
Essential skill
Answer incoming calls is an essential skill of the following occupations:
Telephone switchboard operator: Telephone switchboard operators establish telephone connections by using switchboards and consoles. They also answer customer inquiries and service problem reports.
Customer contact centre information clerk: Customer contact centre information clerks provide information to customers via the telephone and other media such as email. They answer inquiries about a company’s or oganisation’s services, products and policies.
Optional skill
Answer incoming calls is optional for these occupations. This means knowing this skill may be an asset for career advancement if you are in one of these occupations.
Call centre agent: Call centre agents handle incoming or outgoing customer calls for a business. They call existing and prospective customers to promote goods and services. They also obtain sales and arrange sales visits.
Interpreter: Interpreters understand and convert spoken communication from one language to another. They retain considerable amounts of information, often with the aid of note-taking, and communicate it immediately after whilst keeping the nuances and stress of the message in the recipient language.
ICT help desk agent: ICT help desk agents provide technical assistance to computer users, answer questions or solve computer problems for clients via telephone or electronically. They provide assistance concerning the use of computer hardware and software.
Editorial assistant: Editorial assistants support the editorial staff at all stages of the publication process of newspapers, websites, online newsletters, books and journals. They collect, verify and process information, acquire permits and deal with rights. Editorial assistants act as point of contact for the editorial staff, schedule appointments and interviews. They proofread and give recommendations on the content.
Live chat operator: Live chat operators respond to answers and requests posed by customers of all nature through online platforms in websites and online assistance services in real time. They are available to provide service through chat platforms and have the ability to solve inquiries of clients via written communication merely.
References
- Answer incoming calls – ESCO
