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Telemarketers

SOC 41-9041.00Job Zone 2 · Some Preparationv.26.05

Context coveredThis 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.

Sources:O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.SkillsCrosswalkSkillsCrosswalk — O*NET enrichment + adjacency index. Opens in new tab.
Emerging
Entry / Apprentice
  1. Prepared sales scripts — read aloud accurately to potential customers during outbound telephone calls in a supervised call center environment.
  2. Outbound telephone contact — initiate calls to businesses and private individuals under direct supervisor guidance following a structured daily call list.
  3. Customer information — collect and enter basic details such as name, address, and payment method into CRM software with supervisor assistance.
  4. Product and service explanations — deliver scripted descriptions of offerings to prospective customers on entry-level inbound and outbound calls.
  5. Call records — document names, addresses, and prospect reactions in a basic log or spreadsheet following established data-entry protocols.
  6. Inbound advertisement-response calls — answer and route inquiries from customers who respond to promotions using a provided call-handling checklist.
  7. Active listening skills — identify customer questions and concerns during calls and flag unresolved issues to a team lead for resolution.
  8. Office suite and word processing software — complete standard call documentation and order forms under close supervision in a call center setting.
  9. Customer objections — recognize common objections during scripted sales calls and refer to prepared responses provided in the training guide.
  10. Professional telephone etiquette — apply basic speech clarity and courteous language standards during all customer interactions on the call floor.
Developing
Mid-level / Established
  1. Outbound solicitation calls — conduct a consistent daily volume of calls to businesses and individuals with minimal supervisor oversight, adapting tone to each contact.
  2. Customer order processing — obtain payment and account information and enter completed orders into CRM software accurately and independently.
  3. Follow-up correspondence — telephone or draft email responses to customers to address post-sale inquiries and reinforce initial sales contacts without prompting.
  4. Contact and account records — maintain organized and up-to-date logs of prospects, purchases, and account activity using spreadsheet and CRM tools.
  5. Product knowledge application — explain features, pricing, and benefits beyond the base script to answer non-routine customer questions during live calls.
  6. Persuasion techniques — apply practiced influence strategies to move hesitant prospects toward a purchase decision or donation commitment on outbound calls.
  7. Inbound call handling — manage a steady flow of advertisement-response calls, qualifying prospects and progressing conversations toward conversion independently.
  8. Social perceptiveness — read customer verbal cues and adjust pitch pace and messaging in familiar call scenarios to improve engagement outcomes.
  9. Interactive voice response software — navigate and utilize IVR and helpdesk call center platforms to route calls and retrieve account data efficiently.
  10. Charitable solicitation campaigns — deliver donation appeals for nonprofit clients with consistent messaging while meeting daily contribution targets under general supervision.
Proficient
Senior / Expert IC
  1. Complex outbound campaigns — manage full-cycle telephone solicitation across multiple product lines or charitable causes, handling non-standard objections and escalations autonomously.
  2. Negotiation and closing — apply tailored negotiation techniques to convert resistant prospects into confirmed purchasers or donors across diverse customer segments.
  3. CRM and call center platform expertise — configure contact records, track pipeline activity, and generate call outcome reports using CRM and helpdesk software without assistance.
  4. Non-routine customer issues — independently resolve billing disputes, product questions, and complaint escalations raised during inbound or outbound calls.
  5. Sales talk customization — adapt scripted and unscripted messaging in real time based on customer profile, purchase history, and conversational signals.
  6. Performance metrics analysis — review individual call data, conversion rates, and contact records to self-identify improvement areas and adjust daily approach.
  7. Cross-channel follow-up — coordinate telephone, email, and written correspondence sequences to nurture prospects through the full sales cycle without supervision.
  8. Critical thinking in objection handling — evaluate customer pushback, assess underlying concerns, and construct persuasive responses that address root hesitations during live calls.
  9. Presentation and access software — prepare and utilize product reference materials and customer lookup tools to support accurate, informed sales conversations.
  10. Regulatory and compliance awareness — apply knowledge of do-not-call requirements and consumer protection standards to all calling activity across assigned campaigns.
Advanced
Lead / Principal / Executive
  1. Call center strategy — define outbound and inbound campaign objectives, scripting standards, and performance benchmarks for an entire telemarketing operation.
  2. Team coaching and development — observe, evaluate, and mentor junior and mid-level telemarketers on persuasion techniques, script delivery, and CRM best practices.
  3. Script and campaign design — author and continuously refine sales talk scripts and campaign frameworks that maximize conversion rates across varied product and cause categories.
  4. Organizational performance oversight — analyze aggregate call volume, revenue, and donation data at team or department level to guide resource allocation and goal-setting.
  5. CRM and technology governance — lead the selection, implementation, and optimization of call center software, CRM platforms, and IVR systems across the organization.
  6. Client relationship management — serve as primary contact for major business or nonprofit clients, translating their sales goals into executable telemarketing programs.
  7. Quality assurance leadership — establish call monitoring protocols, scoring rubrics, and feedback cycles that uphold customer service and compliance standards organization-wide.
  8. Workforce planning — forecast staffing needs, structure shift schedules, and coordinate hiring and onboarding to sustain campaign productivity and service levels.
  9. Cross-functional collaboration — partner with marketing, IT, and finance leaders to align telemarketing initiatives with broader organizational revenue and outreach strategies.
  10. 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.

AI-at-Work Competency Framework

Sources:Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab.Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab.WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab.
Subscriber feature

Authoritative source data identified for 998 occupations

How a worker at each mastery level uses, directs, and evaluates AI tools in this occupation. Each statement cites its evidence inline; click a citation chip to verify the source.

Emerging
  1. AI-suggested call scripts — reads AI-generated opening lines and product talking points aloud during calls, following prompts without yet adapting tone or pacing to individual customer responses Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  2. Basic data entry assistance — pastes customer name, address, and payment details captured during a call into an AI-assisted form or CRM prompt, reducing manual transcription errors Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
Developing
  1. Real-time objection prompting — references AI-surfaced rebuttals displayed on screen during live calls, selecting the most contextually appropriate response while still owning the conversational delivery Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  2. Post-call record automation — dictates or summarizes call outcomes verbally and routes the transcript to an AI tool that structures and logs contact records, purchases, and prospect reactions Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  3. Script personalization — feeds customer segment data into an AI tool to generate tailored pitch variations, then reviews and edits the output before dialing Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab. WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
Proficient
  1. Conversation quality review — submits recorded call audio or transcripts to an AI analysis tool, interprets the sentiment and pacing feedback, and applies specific adjustments to persuasion technique on subsequent calls Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  2. Campaign targeting delegation — directs an AI tool to filter and rank prospect lists by likelihood-to-convert criteria, then validates the shortlist against campaign objectives before outreach begins Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
  3. Live sentiment monitoring — reads AI-generated in-call sentiment signals to shift from product explanation to soft close or empathy mode at the right conversational moment, preserving human social perceptiveness as the final arbiter Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab. WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
  4. Donation and sales workflow orchestration — coordinates AI-generated email follow-ups, call scheduling queues, and order-entry confirmations as an integrated sequence, reducing manual handoffs across the contact cycle Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab..
Advanced
  1. AI autonomy governance — sets the boundaries for which telemarketing sub-tasks an AI voice or chat agent handles autonomously (e.g., appointment scheduling, FAQ responses) versus which require a live human, and audits outcome data to adjust those thresholds Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  2. Performance benchmarking — aggregates AI-logged call metrics across a team's campaigns, identifies skill gaps between human and AI-assisted conversion rates, and redesigns scripts and training protocols accordingly Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab. WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
  3. Ethical compliance oversight — reviews AI-generated call content and automated dialing sequences against telemarketing regulations and organizational policy, correcting outputs that misrepresent products or violate consent requirements Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab..
  4. Human-technology workflow design — architects the end-to-end contact workflow by mapping which speaking, persuasion, and active-listening tasks remain human-led versus AI-supported, documenting the handoff logic for new team members Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab. WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab..
Evidence pack
AEI usage
Task observations: 1098
Augment share: 95%
Time saved: 90.9%
AI autonomy: 3.07
SAFI positioning
Top skill: Speaking
Score: 48.5 / 100
Quadrant: Q2_ai_augmented
precision: exact
WEF cluster
Human-Technology Interaction
human_technology_interaction
Sources:Anthropic Economic IndexAnthropic Economic Index — release_2026_03_24. Opens in new tab.Jadhav & Danve, 2026Skill Automation Feasibility Index — Jadhav & Danve, 2026 (arXiv:2604.06906). Opens in new tab.WEF Skills TaxonomyWEF Skills Taxonomy 2021 — Building a Common Language for Skills at Work. Opens in new tab.

Pathsmith Durable Skills Framework

Sources:Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Subscriber feature

Ten durable-skill domains mapped to four proficiency/role levels for each occupation. Each statement is aligned to the Pathsmith taxonomy, derived from trusted grounding data and mapped to occupation-specific O*NET tasks and skills.

1Communication14 statements
Emerging
  1. Script delivery — reads prepared sales scripts aloud to potential customers over the phone with basic clarity and correct pacing Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Product explanation — conveys basic features and prices of goods or services in response to direct customer questions O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Order intake — captures customer name, address, and payment method verbally and enters data into computer systems with guidance O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Adaptive script delivery — modifies prepared sales talk language and tone in real time based on customer responses while maintaining core messaging Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Objection response — addresses common customer concerns about products, services, or pricing using clear and organized verbal explanations Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Follow-up correspondence — writes or delivers telephone follow-ups to initial sales contacts using professional and persuasive language O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  4. Inbound call handling — answers calls from advertisement-solicited prospects and guides conversation toward product explanation and close O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Customer rapport building — establishes trust and engagement with diverse prospects through active listening and responsive dialogue across outbound and inbound call contexts Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Multi-product communication — explains complex or varied product lines, pricing tiers, and promotional terms clearly to customers with different levels of familiarity O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Donation solicitation — articulates charitable causes compellingly and tailors messaging to individual prospect values and capacity to give O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  4. Complaint and inquiry resolution — responds to written and verbal customer correspondence with accurate, empathetic, and professionally structured communication Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Communication coaching — mentors new telemarketers on script delivery, tone modulation, and active listening techniques that consistently improve contact-to-conversion ratios Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Cross-channel messaging — develops and refines verbal and written communication templates that align phone scripts with follow-up letters and customer records for consistent prospect experience Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  3. Audience-adaptive persuasion — engineers call-opening and closing language for distinct demographic segments, maximizing engagement and reducing early hang-up rates Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
2Leadership8 statements
Emerging
  1. Personal accountability — takes ownership of assigned call quotas and daily contact targets without requiring supervisory reminders Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Initiative in outreach — begins scheduled outbound call sessions independently and flags barriers to reaching contact goals Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Peer modeling — demonstrates effective script delivery and objection handling to newly onboarded telemarketers during side-by-side call sessions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Goal ownership — tracks personal sales metrics and self-reports progress toward weekly targets to supervisors proactively Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Informal mentorship — guides less experienced telemarketers through challenging call scenarios, sharing techniques for maintaining customer engagement and closing sales Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Campaign leadership — takes responsibility for a product or cause campaign segment, ensuring accurate record-keeping, consistent messaging, and timely follow-up across assigned accounts Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Team performance elevation — leads call center floor initiatives that improve collective conversion rates through shared best practices and structured peer feedback sessions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Campaign strategy input — contributes data-driven recommendations to supervisors on script adjustments, contact timing, and prospect segmentation based on observed team performance patterns Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
3Metacognition8 statements
Emerging
  1. Call self-review — reflects on completed calls to identify one specific behavior that helped or hindered customer engagement Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Script gap awareness — recognizes when a prepared script does not address a customer question and flags the gap to a supervisor for resolution Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Performance pattern recognition — identifies recurring personal weaknesses in call pacing, tone, or objection handling and adjusts approach across subsequent calls Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Learning strategy selection — chooses between script review, call recording replay, or peer observation to address specific skill deficits in outbound technique Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Conversion analysis — evaluates personal call records and outcome data to diagnose why certain prospect types convert at lower rates and tests modified approaches Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Adaptive planning — adjusts daily call strategy based on prior session outcomes, modifying script sequencing or contact timing to improve prospect receptivity Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Systematic self-optimization — develops a personal continuous improvement cycle using call outcome metrics, customer reaction notes, and supervisor feedback to iteratively refine communication strategy Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Metacognitive facilitation — teaches other telemarketers how to analyze their own call recordings and identify cognitive patterns that limit persuasive effectiveness Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
4Critical Thinking8 statements
Emerging
  1. Customer cue identification — distinguishes between a customer expressing interest and one expressing polite disengagement based on verbal signals during a call Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Script limitation recognition — identifies when a standard script response does not match a customer's specific question and escalates appropriately Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Prospect qualification — evaluates verbal and contextual cues during a call to determine whether a prospect is a viable candidate for a product or donation ask Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Information accuracy verification — cross-checks customer-provided order details against system records to detect and correct data entry errors before submission O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Objection root cause analysis — analyzes the underlying reason behind a customer's stated objection to determine whether it reflects price sensitivity, product misunderstanding, or disinterest, and selects the appropriate response Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Call outcome evaluation — examines patterns in recorded prospect reactions to assess which script elements generate positive responses versus early call termination Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Campaign effectiveness critique — synthesizes contact records, conversion rates, and customer reaction logs to identify systemic script or targeting flaws and proposes evidence-based corrections Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Ethical risk assessment — evaluates borderline sales scenarios or high-pressure script elements against customer protection standards and organizational compliance requirements Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
5Collaboration8 statements
Emerging
  1. Team norm adherence — follows shared call center protocols for record-keeping, script use, and escalation without disrupting team workflow Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Information sharing — passes accurate customer contact records and purchase data to teammates or supervisors in the required format and timeframe O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Cross-function coordination — communicates order details and customer issues to fulfillment or customer service teams clearly to ensure seamless post-call follow-through O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Shared campaign support — contributes to team charitable or product campaigns by maintaining consistent messaging that aligns with colleagues' outreach efforts O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Collaborative script refinement — participates in team debriefs to surface effective language patterns and contributes tested phrases to shared script improvement discussions Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Peer coverage — covers assigned contact lists for absent teammates while accurately maintaining records and preserving established customer relationships Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Team synergy building — creates collaborative routines such as daily win-sharing or objection-handling roundtables that strengthen collective telemarketing performance Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Cross-team campaign integration — coordinates with marketing and management teams to align outbound call messaging with broader campaign timelines and channel strategies Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
6Character8 statements
Emerging
  1. Honest product representation — describes product features and prices accurately without exaggerating claims or omitting material limitations Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Data privacy respect — handles customer personal information including name, address, and payment method with confidentiality and without unauthorized disclosure Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Developing
  1. Compliance adherence — follows do-not-call regulations, disclosure requirements, and organizational ethical guidelines consistently across all outbound and inbound calls Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Professional conduct — maintains a respectful and composed demeanor with customers who are disinterested, hostile, or unresponsive without retaliating or misrepresenting offers Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Accountable record-keeping — maintains accurate and complete logs of contacts, purchases, and prospect reactions without manipulating data to inflate personal performance metrics Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Customer-first service orientation — prioritizes matching customers to products that genuinely meet their needs over pushing high-margin items that do not serve them Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Ethical standard setting — models and advocates for honest sales practices within the team, flagging deceptive script language or pressure tactics that violate customer trust or regulatory standards Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Integrity under pressure — maintains full compliance with ethical and legal sales standards even when facing conversion targets that incentivize aggressive or misleading tactics Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
7Creativity8 statements
Emerging
  1. Personalized greeting — adapts the opening line of a script to reference a prospect's specific business type or context to improve initial engagement Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Analogical explanation — uses a simple analogy to explain an unfamiliar product feature when a standard script description fails to resonate with the customer Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Dynamic objection reframing — generates alternative framings of product value in real time when standard responses do not satisfy a prospect's specific concern Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Creative rapport building — finds genuine points of connection with diverse prospects by drawing on contextual cues gathered during the call opening Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Script personalization — develops caller-specific variations of core scripts tailored to distinct prospect segments such as small business owners, seniors, or prior donors Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Novel closing technique development — invents and tests alternative call-closing approaches when standard scripts produce consistently low conversion rates with a particular prospect type Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Sales narrative innovation — designs story-based pitch frameworks that replace transactional scripts with emotionally resonant narratives for charitable or complex product campaigns Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
  2. Campaign concept contribution — proposes creative outreach strategies to management including new prospect angles, timing experiments, or script structures that differentiate the campaign Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
8Growth Mindset8 statements
Emerging
  1. Rejection normalization — treats customer hang-ups and refusals as standard call center outcomes rather than personal failures and continues dialing without extended disruption Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Feedback receptivity — accepts supervisor corrections to script delivery or call technique without becoming defensive and applies the change on the next call Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Skill-building effort — voluntarily replays recorded calls to identify improvement areas and practices revised language before the next call session Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Challenge embrace — takes on unfamiliar product campaigns or difficult prospect lists as opportunities to expand persuasion skills rather than avoiding them Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Setback recovery — returns to target conversion pace after a low-performance session by identifying one correctable factor and applying a deliberate adjustment Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Continuous technique refinement — systematically updates personal call approach based on accumulated customer interaction experience and supervisor coaching over time Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Learning culture promotion — encourages teammates to view low-conversion periods as diagnostic opportunities and facilitates shared reflection on what the data reveals about script or strategy effectiveness Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Mastery pursuit — seeks advanced training in negotiation, customer psychology, or sales technology beyond job requirements to elevate overall telemarketing effectiveness Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
9Mindfulness8 statements
Emerging
  1. Emotional regulation during rejection — maintains neutral vocal tone immediately following a customer hang-up or hostile response before initiating the next outbound call Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Present-call focus — directs full attention to the current customer conversation without allowing prior call outcomes to distract from active listening Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Attention management — sustains focused engagement across extended call sessions by using brief structured breaks to reset concentration and vocal energy Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Emotional signal reading — detects subtle shifts in customer tone or hesitation pace that indicate changing receptivity and responds with intentional adjustment Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Applying
  1. Intentional pacing — controls deliberate pauses and speech rhythm during a sales call to allow customer processing time and signal confidence rather than pressure Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Stress-aware performance — recognizes personal signs of call fatigue or frustration and applies self-regulation strategies to maintain consistent customer-facing professionalism throughout a shift Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Exceeding
  1. Mindful call strategy — integrates real-time self-awareness of emotional state, customer energy, and conversational momentum to make nuanced in-call decisions that optimize engagement outcomes Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Team well-being modeling — demonstrates and teaches mindful reset practices to colleagues in high-volume call environments, reducing burnout and sustaining team-wide performance quality Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
10Fortitude8 statements
Emerging
  1. Rejection persistence — continues making outbound calls after multiple consecutive refusals without requiring external encouragement to maintain basic contact volume Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Quota commitment — completes assigned daily call targets even on low-conversion days without abandoning the effort prematurely Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Developing
  1. Campaign endurance — sustains consistent call quality and effort across multi-week campaigns with slow prospect response rates Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Pressure tolerance — maintains composed and professional call conduct during high-target periods or when supervisors are monitoring performance in real time Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Applying
  1. Resilient performance recovery — rebounds to above-average conversion rates within a session after an extended low-performance period by applying deliberate strategy corrections Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Difficult customer navigation — persists through hostile, prolonged, or complex customer interactions to a professional conclusion without abandoning the call or breaching conduct standards Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab. O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
Exceeding
  1. Sustained excellence under adversity — maintains top-quartile conversion performance across adverse campaign conditions including poor lead quality, product controversy, or market downturns Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
  2. Team resilience anchoring — serves as a stabilizing presence for teammates during high-pressure campaign periods, modeling composed persistence and preventing collective performance deterioration Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.
Sources:Pathsmith Durable SkillsPathsmith Durable Skills Framework — America Succeeds + CompTIA. Opens in new tab.O*NET v30.2O*NET Resource Center — Occupational Information Network, v30.2 (Sept 2025). Opens in new tab.
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O*NET enrichment · skillscrosswalk.com

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Source anchors that ground each statement

Related titles
Call Agent · Call Center Agent · Call Center Operator · Call Center Representative (Call Center Rep) · Call Center Sales Agent · Call Center Telemarketer · Contact Center Agent · Direct Sales Agent · Donation Worker · Inbound Call Center Agent · Inbound Telemarketer · Independent Sales Representative (Independent Sales Rep)
RAPIDS apprenticeships
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O*NET skills
SpeakingPersuasionActive ListeningService OrientationSocial PerceptivenessReading ComprehensionCritical ThinkingNegotiation
Knowledge domains
Sales and MarketingCustomer and Personal ServiceEnglish LanguageComputers and ElectronicsAdministration and ManagementCommunications and Media
Abilities
Oral ComprehensionOral ExpressionSpeech ClaritySpeech RecognitionWritten ComprehensionSelective Attention
Work styles
Social OrientationOptimismPerseveranceSelf-ControlAchievement OrientationStress Tolerance
Technology
Helpdesk or call center softwareCustomer relationship management CRM softwareInteractive voice response softwareSpreadsheet softwareOffice suite softwareElectronic mail softwarePresentation softwareWord processing softwareAccess softwareVideo conferencing software
Tasks · seed anchors for statements
  1. Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.
  2. Obtain customer information such as name, address, and payment method, and enter orders into computers.
  3. Explain products or services and prices, and answer questions from customers.
  4. Record names, addresses, purchases, and reactions of prospects contacted.
  5. Maintain records of contacts, accounts, and orders.
  6. Answer telephone calls from potential customers who have been solicited through advertisements.
  7. 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.
  8. Telephone or write letters to respond to correspondence from customers or to follow up initial sales contacts.
CIP education codes
01.060819.020352.020852.021252.180352.1804

Sources: O*NET v30.2 (CC BY 4.0), SkillsCrosswalk.com, LER.me, Anthropic Economic Index, SAFI (Jadhav & Danve, 2026), WEF Skills Taxonomy 2021, Pathsmith Durable Skills Framework. © 2026 EBSCOed.