Summary Report for:
41-9041.00 - Telemarketers
Solicit donations or orders for goods or services over the telephone.
Sample of reported job titles: Telemarketer, Telemarketing Sales Representative, Telephone Sales Representative (TSR), Telephone Service Representative (TSR), Telesales Representative, Telesales Specialist
Tasks | Tools & Technology | Knowledge | Skills | Abilities | Work Activities | Detailed Work Activities | Work Context | Job Zone | Education | Credentials | Interests | Work Styles | Work Values | Related Occupations | Wages & Employment | Job Openings
- Deliver prepared sales talks, reading from scripts that describe products or services, to persuade potential customers to purchase a product or service or to make a donation.
- Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.
- Explain products or services and prices, and answer questions from customers.
- Obtain customer information such as name, address, and payment method, and enter orders into computers.
- Record names, addresses, purchases, and reactions of prospects contacted.
- Adjust sales scripts to better target the needs and interests of specific individuals.
- Obtain names and telephone numbers of potential customers from sources such as telephone directories, magazine reply cards, and lists purchased from other organizations.
- Answer telephone calls from potential customers who have been solicited through advertisements.
- Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
- Maintain records of contacts, accounts, and orders.
- Schedule appointments for sales representatives to meet with prospective customers or for customers to attend sales presentations.
- Conduct client or market surveys to obtain information about potential customers.
Tools & Technology
Tools used in this occupation:
- Autodialers — Autodialing equipment; Predictive dialers
- Conversation recording units — Call recording systems
- Personal computers
- Phone headsets — Telephone headsets; Wireless telephone headsets
- Special purpose telephones — Multiline telephone systems
Technology used in this occupation:
- Access software — Remote access call center software
- Customer relationship management CRM software — Database Systems Corp Telemation
- Electronic mail software — Microsoft Outlook
- Helpdesk or call center software — Acarda Sales Technologies Acarda Outbound; Automatic call distribution software; Softphone software
- Interactive voice response software
- Spreadsheet software — Microsoft Excel
- Word processing software — Microsoft Word
- Sales and Marketing — Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
- English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Telecommunications — Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
- Speaking — Talking to others to convey information effectively.
- Persuasion — Persuading others to change their minds or behavior.
- Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Service Orientation — Actively looking for ways to help people.
- Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.
- Reading Comprehension — Understanding written sentences and paragraphs in work related documents.
- Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
- Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
- Speech Clarity — The ability to speak clearly so others can understand you.
- Speech Recognition — The ability to identify and understand the speech of another person.
- Selective Attention — The ability to concentrate on a task over a period of time without being distracted.
- Written Comprehension — The ability to read and understand information and ideas presented in writing.
- Selling or Influencing Others — Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
- Interacting With Computers — Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- Communicating with Persons Outside Organization — Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
- Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources.
- Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
- Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
- Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
- Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
- Resolving Conflicts and Negotiating with Others — Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
Detailed Work Activities
- Identify potential customers.
- Develop content for sales presentations or other materials.
- Explain technical product or service information to customers.
- Answer customer questions about goods or services.
- Contact current or potential customers to promote products or services.
- Deliver promotional presentations to current or prospective customers.
- Maintain records of customer accounts.
- Monitor market conditions or trends.
- Schedule appointments with prospective customers.
- Contact With Others — 99% responded “Constant contact with others.”
- Telephone — 100% responded “Every day.”
- Spend Time Sitting — 96% responded “Continually or almost continually.”
- Deal With Unpleasant or Angry People — 81% responded “Every day.”
- Face-to-Face Discussions — 70% responded “Every day.”
- Indoors, Environmentally Controlled — 77% responded “Every day.”
- Physical Proximity — 92% responded “Moderately close (at arm's length).”
- Importance of Being Exact or Accurate — 43% responded “Important.”
- Deal With External Customers — 35% responded “Very important.”
- Work With Work Group or Team — 38% responded “Extremely important.”
- Level of Competition — 34% responded “Moderately competitive.”
- Importance of Repeating Same Tasks — 12% responded “Very important.”
- Spend Time Using Your Hands to Handle, Control, or Feel Objects, Tools, or Controls — 57% responded “Continually or almost continually.”
- Freedom to Make Decisions — 53% responded “Some freedom.”
- Sounds, Noise Levels Are Distracting or Uncomfortable — 67% responded “Once a week or more but not every day.”
- Structured versus Unstructured Work — 40% responded “Limited freedom.”
- Frequency of Decision Making — 50% responded “Every day.”
- Spend Time Making Repetitive Motions
- Impact of Decisions on Co-workers or Company Results — 40% responded “Moderate results.”
- Time Pressure — 31% responded “Every day.”
- Degree of Automation — 45% responded “Highly automated.”
- Letters and Memos — 30% responded “Never.”
|Title||Job Zone Two: Some Preparation Needed|
|Education||These occupations usually require a high school diploma.|
|Related Experience||Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.|
|Job Training||Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.|
|Job Zone Examples||These occupations often involve using your knowledge and skills to help others. Examples include sheet metal workers, forest fire fighters, customer service representatives, physical therapist aides, salespersons (retail), and tellers.|
|SVP Range||(4.0 to < 6.0)|
Percentage of Respondents
|Education Level Required|
|59||High school diploma or equivalent|
|30||Less than high school diploma|
|11||Some college, no degree|
Interest code: EC
- Enterprising — Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
- Conventional — Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
- Integrity — Job requires being honest and ethical.
- Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.
- Persistence — Job requires persistence in the face of obstacles.
- Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
- Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.
- Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.
- Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
- Attention to Detail — Job requires being careful about detail and thorough in completing work tasks.
- Initiative — Job requires a willingness to take on responsibilities and challenges.
- Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
- Independence — Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
- Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
- Relationships — Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
- Support — Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
- Achievement — Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.
Wages & Employment Trends
|Median wages (2014)||$10.93 hourly, $22,740 annual|
|Employment (2012)||250,000 employees|
|Projected growth (2012-2022)||Average (8% to 14%)|
|Projected job openings (2012-2022)||70,900|
|Top industries (2012)|
Source: Bureau of Labor Statistics 2014 wage data and 2012-2022 employment projections . "Projected growth" represents the estimated change in total employment over the projections period (2012-2022). "Projected job openings" represent openings due to growth and replacement.