Bundesinstitut für Berufsbildung (BIBB)

Designation of occupation

Commercial agent in dialogue marketing
Recognised by ordinance of 23 May 2006 (BGBl. I p. 1228)

Duration of traineeship

3 years
The venues for training are the company and part-time vocational school (Berufsschule).

Field of activity

Commercial agents in dialogue marketing work in call centres, service centres in industrial, commercial and service companies, and in other dialogue-oriented organisational entities.

Occupational skills

Commercial agents in dialogue marketing are responsible for

• communicating and corresponding confidently and competently with clients and customers, using their knowledge of foreign languages
• planning, organising, monitoring and documenting campaigns and projects
• planning and implementing measures for the recruitment, orientation, assignment and development of staff
• controlling and monitoring project development from a commercial management point of view, in particular using performance ratios and central control parameters for the specific call centre
• processing orders, with the aid of information and communication systems
• participating in designing offers and initiating and concluding contracts, and calculating offers
• presenting and selling customer-focused products or services for clients
• processing enquiries, orders and complaints from clients and customers
• checking the implementation of the order using quality assurance measures
• monitoring the market and competitors, and playing an active role in developing the services offered

Last modified on: August 20, 2007