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 v30.2 SkillsCrosswalk

Emerging

Entry / Apprentice

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

Mid-level / Established

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

Senior / Expert IC

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

Lead / Principal / Executive

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.

AI-at-Work Competency Framework

Sources:Anthropic Economic Index Jadhav & Danve, 2026 WEF Skills Taxonomy

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Developing
Proficient
Advanced

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Sources:Pathsmith™ Durable Skills O*NET v30.2

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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

Contact businesses or private individuals by telephone to solicit sales for goods or services, or to request donations for charitable causes.
Obtain customer information such as name, address, and payment method, and enter orders into computers.
Explain products or services and prices, and answer questions from customers.
Record names, addresses, purchases, and reactions of prospects contacted.
Maintain records of contacts, accounts, and orders.
Answer telephone calls from potential customers who have been solicited through advertisements.
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.
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