ANZSCO 5411

Call or Contact Centre Workers

Overview

EMPLOYED

32,300

PART-TIME SHARE

30%

FEMALE SHARE

65%

MEDIAN WEEKLY EARNINGS

$1,352

MEDIAN AGE

36

ANNUAL EMPLOYMENT GROWTH

400

About this data

Summary

Call or Contact Centre Workers respond to telephone, Internet and email inquiries and complaints about an organisation's goods and services, and promote the goods and services.

Tasks

  • Answering incoming calls, emails and messages, and assisting customers with their specific inquiries
  • Identifying requirements and recording information into computer systems
  • Coaching staff and assisting call centre operators to resolve problems and customer inquiries
  • Developing rosters and managing staff numbers to meet work flows
  • Listening to calls conducted by call centre operators and providing performance feedback
  • Monitoring and timing calls
  • Creating further interest in goods and services by offering customers more information about goods and inviting customers to use services on offer
  • Updating databases to reflect changes to the status of customers and prospective customers
  • Arranging the despatch of goods, information kits and brochures to customers and interested parties
  • Undertaking clerical duties, such as faxing, and filling out paperwork, and liaising with other departments associated with completing the customer contact
  • Issuing invoices and receiving electronic payments for goods and services provided

ANZSCO Classification

Details

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    Earnings and Hours

    Weekly Earnings (Before Tax)
    Source: Share of workers who work full-time hours: ABS, Labour Force Survey, 2023, four-quarter average, customised report.
    Average full-time hours worked per week: ABS, 2021 Census of Population and Housing based on place of usual residence.
    Median full-time earnings per week and Median hourly earnings: ABS, Survey of Employee Earnings and Hours, May 2023, customised report.
    Note: median earnings data have not been produced for some occupations where there is a high standard error, and are published with "N/A" values.
    Earnings and Hours Call or Contact Centre Workers All Occupations
    Share of workers who work full-time hours 70% 70%
    Average full-time hours worked per week 39 hours 44 hours
    Median full-time earnings per week $1,352 $1,697
    Median hourly earnings $35 $43

    Industries

    Call or Contact Centre Workers work in industries like:

    Source: Ranked using ABS, Labour Force Survey, 2023, four-quarter average data, custom report.
    Note: industries that comprise less than 5% of an occupation have been suppressed.

    States and territories

    New South Wales

    24.4%

    Victoria

    32.6%

    Queensland

    18.5%

    South Australia

    12.1%

    Tasmania

    3.1%

    Northern Territory

    0.6%

    Australian Capital Territory

    1.7%

    Source: ABS Labour Force Survey, Detailed, August 2024, Jobs and Skills Australia trend data.

    Age and gender

    Age and Gender Profile
    Source: ABS, Labour Force Survey, 2023, four-quarter average, customised report.
    Age and Gender Call or Contact Centre Workers All Occupations
    Median age 36 years 39 years
    Female share of employment 65% 48%
    Source: ABS, 2021 Census of Population and Housing based on place of usual residence.
    Age Profile (% Share) All Occupations Call or Contact Centre Workers
    15–19 5.2 4.0
    20–24 9.1 17.8
    25–34 22.7 28.9
    35–44 22.3 19.1
    45–54 20.4 16.2
    55–59 8.8 6.9
    60–64 6.5 4.9
    65 and Over 4.9 2.2

    Education

    Visit

    • Your Career to compare Vocational Education and Training (VET) courses, providers and student outcomes.
    Source: ABS, 2021 Census of Population and Housing based on place of usual residence.
    Highest Level of Educational Attainment (% Share) All Occupations Call or Contact Centre Workers
    Post Graduate/Graduate Diploma or Graduate Certificate 12.2 5.4
    Bachelor degree 23.2 16.9
    Advanced Diploma/Diploma 11.1 12.9
    Certificate III/IV 19.5 18.2
    Year 12 15.9 29.7
    Year 11 4.0 5.1
    Year 10 and below 9.7 7.6
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      Occupation profiles data

      This file contains data displayed on the Occupation Profile pages.

      Use of data in this file must include the relevant attribution text provided.

      Occupation profiles data - November 2024.xlsx

      occupation_profiles_data_-_november_2024.xlsx946664

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      Australian and New Zealand Standard Classification of Occupations

      Australian and New Zealand Standard Classification of Occupations (ANZSCO) is the skill-based classification system used to categorise occupations in the Australian and New Zealand labour markets. ANZSCO provides a basis for the standardised collection, analysis and dissemination of occupation data. Visit the ABS website to learn how ANZSCO works. Jobs and Skills Australia displays data for occupations that are defined by ANZSCO 2013 Version 1.3.