Contact and Call Centres

A contact centre is composed of a team of people who communicate with current and potential customers or clients. Contact includes inbound and/or outbound calls, webchat and emails

On this page:

Exploring the sector

About the sector

Both call and contact centre roles are in high demand, with work available in most capital cities and some regions. Some businesses operate contact centres within their organisations, others outsource this function to specialist providers. Entry-level positions are available. Some businesses offer entry and preparation through traineeships.  The type of qualification that is relevant depends on the purpose of the business for which you provide contact centre services. For instance, some insurance companies offer traineeships in financial services, and there are warehousing and sales traineeships available in wholesale trade.

Job Outlook

Find out about the pay, projected growth and skill levels of these occupations:

Skills Road

Find out about the tasks, skills and aptitudes associated with leading entry-level jobs including:

Australian Apprenticeship Pathways

Explore traineeships in contact and call centres

Take a Digital, Technology & Telecommunications quiz to test your literacy and numeracy for work in contact and call centres.

Applying for jobs in the sector

The type of person who suits entry-level roles in this industry

Values and attributes

  • Strong commitment to customer service
  • Good verbal and written communication skills
  • Good teamwork
  • Computer and typing skills
  • Resilience

Other entry-level requirements

Every employer is different. Some businesses may require additional checks:  If you are dealing with a customer or client’s private details you will probably need a police check.

For contact centres supporting the delivery of Australian Government services you may also need:

  • Australian citizenship
  • Australian Government – baseline security clearance

How to get a job in the sector

Get tips on how to improve your job search strategy and choose the right field for work or study at the Job Jumpstart website:

Check out the jobactive website:

Improve your skills for entry-level jobs

Industry jobs board and vacancies

Online job boards are designed to streamline the application process and make finding a job easier. The built-in features of job boards can free up your time to do in-person job searches or work on extra education to enhance your career.