{"schemaVersion":"1.0","exportedAt":"2026-05-15T12:38:12.317Z","occupation":{"soc":"41-9041.00","title":"Telemarketers","group":"Sales & Related","sector":"44-45","jobZone":2,"jobZoneInferred":false},"framework":{"version":"v.26.05","description":"","contextCovered":"This framework covers telephone-based sales and solicitation work in outbound and inbound call center environments, spanning script delivery, CRM data management, customer service, and team leadership calibrated to a Job Zone 2 occupational context.","levels":{"emerging":{"label":"Emerging","statements":["Prepared sales scripts — read aloud accurately to potential customers during outbound telephone calls in a supervised call center environment.","Outbound telephone contact — initiate calls to businesses and private individuals under direct supervisor guidance following a structured daily call list.","Customer information — collect and enter basic details such as name, address, and payment method into CRM software with supervisor assistance.","Product and service explanations — deliver scripted descriptions of offerings to prospective customers on entry-level inbound and outbound calls.","Call records — document names, addresses, and prospect reactions in a basic log or spreadsheet following established data-entry protocols.","Inbound advertisement-response calls — answer and route inquiries from customers who respond to promotions using a provided call-handling checklist.","Active listening skills — identify customer questions and concerns during calls and flag unresolved issues to a team lead for resolution.","Office suite and word processing software — complete standard call documentation and order forms under close supervision in a call center setting.","Customer objections — recognize common objections during scripted sales calls and refer to prepared responses provided in the training guide.","Professional telephone etiquette — apply basic speech clarity and courteous language standards during all customer interactions on the call floor."]},"developing":{"label":"Developing","statements":["Outbound solicitation calls — conduct a consistent daily volume of calls to businesses and individuals with minimal supervisor oversight, adapting tone to each contact.","Customer order processing — obtain payment and account information and enter completed orders into CRM software accurately and independently.","Follow-up correspondence — telephone or draft email responses to customers to address post-sale inquiries and reinforce initial sales contacts without prompting.","Contact and account records — maintain organized and up-to-date logs of prospects, purchases, and account activity using spreadsheet and CRM tools.","Product knowledge application — explain features, pricing, and benefits beyond the base script to answer non-routine customer questions during live calls.","Persuasion techniques — apply practiced influence strategies to move hesitant prospects toward a purchase decision or donation commitment on outbound calls.","Inbound call handling — manage a steady flow of advertisement-response calls, qualifying prospects and progressing conversations toward conversion independently.","Social perceptiveness — read customer verbal cues and adjust pitch pace and messaging in familiar call scenarios to improve engagement outcomes.","Interactive voice response software — navigate and utilize IVR and helpdesk call center platforms to route calls and retrieve account data efficiently.","Charitable solicitation campaigns — deliver donation appeals for nonprofit clients with consistent messaging while meeting daily contribution targets under general supervision."]},"proficient":{"label":"Proficient","statements":["Complex outbound campaigns — manage full-cycle telephone solicitation across multiple product lines or charitable causes, handling non-standard objections and escalations autonomously.","Negotiation and closing — apply tailored negotiation techniques to convert resistant prospects into confirmed purchasers or donors across diverse customer segments.","CRM and call center platform expertise — configure contact records, track pipeline activity, and generate call outcome reports using CRM and helpdesk software without assistance.","Non-routine customer issues — independently resolve billing disputes, product questions, and complaint escalations raised during inbound or outbound calls.","Sales talk customization — adapt scripted and unscripted messaging in real time based on customer profile, purchase history, and conversational signals.","Performance metrics analysis — review individual call data, conversion rates, and contact records to self-identify improvement areas and adjust daily approach.","Cross-channel follow-up — coordinate telephone, email, and written correspondence sequences to nurture prospects through the full sales cycle without supervision.","Critical thinking in objection handling — evaluate customer pushback, assess underlying concerns, and construct persuasive responses that address root hesitations during live calls.","Presentation and access software — prepare and utilize product reference materials and customer lookup tools to support accurate, informed sales conversations.","Regulatory and compliance awareness — apply knowledge of do-not-call requirements and consumer protection standards to all calling activity across assigned campaigns."]},"advanced":{"label":"Advanced","statements":["Call center strategy — define outbound and inbound campaign objectives, scripting standards, and performance benchmarks for an entire telemarketing operation.","Team coaching and development — observe, evaluate, and mentor junior and mid-level telemarketers on persuasion techniques, script delivery, and CRM best practices.","Script and campaign design — author and continuously refine sales talk scripts and campaign frameworks that maximize conversion rates across varied product and cause categories.","Organizational performance oversight — analyze aggregate call volume, revenue, and donation data at team or department level to guide resource allocation and goal-setting.","CRM and technology governance — lead the selection, implementation, and optimization of call center software, CRM platforms, and IVR systems across the organization.","Client relationship management — serve as primary contact for major business or nonprofit clients, translating their sales goals into executable telemarketing programs.","Quality assurance leadership — establish call monitoring protocols, scoring rubrics, and feedback cycles that uphold customer service and compliance standards organization-wide.","Workforce planning — forecast staffing needs, structure shift schedules, and coordinate hiring and onboarding to sustain campaign productivity and service levels.","Cross-functional collaboration — partner with marketing, IT, and finance leaders to align telemarketing initiatives with broader organizational revenue and outreach strategies.","Culture and resilience building — model and reinforce optimism, perseverance, and stress-tolerance norms that sustain high engagement and low attrition across the call center team."]}}},"sources":{"onet":"v30.2 (CC BY 4.0)","crosswalk":"https://skillscrosswalk.com","generator":"LER.me"},"attribution":"© EBSCOed"}