Job group: Call and contact centre occupations

Workers in this unit group receive and respond to telephone calls from potential clients and existing customers regarding the products and services offered by an organisation.

How this information can help you

If you know what is happening in the labour market, it can help you to make realistic decisions about:

  • what you want to do in your career
  • what industry you want to work in
  • how much you need to earn
  • where you want to work
  • qualifications and training you’ll need to do your job

The information on this page will give you the facts you need to help you make those decisions.

Source: LMI for all. Read more about our information sources.

This information is based on past employment trends. It may not reflect up-to-date information about the job market, particularly the impact of Covid-19. This information can help you make a career decision but should not be your only reason for making a career choice.

You can speak to a careers adviser for more information.

Future job growth

This information tells you whether jobs in a sector are likely to go up or down in the future.

+8.4%Job growth

Top industries in this job group

Find out which sectors or industries are the biggest employers of the job you are interested in. This can help you look for vacancies in the right places.

Industries Employment
Office admin. 21,773
Retail trade 17,013
Services to buildings 10,489
Telecommunications 9,677
Financial services 9,577
Electricity, gas, etc 7,015
Employment activities 6,072
Wholesale trade 5,575
Auxiliary  services 4,726
Public admin. & defence 4,598

Employment by region

See which areas of the country have the most opportunities for the job you want to do. It can help you weigh up whether you're likely to get a job near home or if you could improve your chances by moving or travelling to another area.

Region Employment
East Midlands (England) 8,580
East of England 10,912
London 20,494
North East (England) 5,989
North West (England) 19,613
South East (England) 18,816
South West (England) 10,165
West Midlands (England) 14,271
Yorkshire and the Humber 12,455

Qualification level

Explore the typical qualification level held by people in this job group. This can help you to see what sorts of skills and training you might need.

Level 3

The majority of people employed in this role will hold an advanced apprenticeship, A level, AS level or International Baccalaureate diploma.

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