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Award coverage for employees engaged in phone sales and promotions

Award coverage for employees engaged in selling and promoting goods and services by phone depends on the industry their employer operates in.

Industry award coverage

An industry award covers an employee engaged in phone sales and promotions if:

their employer operates in the industry defined in the award
there's a classification which matches the employee's duties and qualifications.

For example, employees engaged in phone sales and promotions may be covered by one of the following industry awards:

Banking, Finance and Insurance Award
Contract Call Centres Award
Electrical Power Award
Retail Award
Telecommunications Award.

To work out whether another industry award covers you, you may wish to contact us on your own situation.

Coverage in the Retail Award

The Retail Award covers employers in the retail industry.

Employees engaged in phone sales and promotions are covered by the Retail Award if they’re working at a retail establishment.

A retail establishment isn’t limited to a shop. It includes any place that a retail business runs to sell goods to customers.

No industry award coverage

When there’s no industry award covering an employer selling and promoting retail goods by telephone, the employee can be:

covered by the Clerks Award
covered by the Miscellaneous Award, or
award free.

Clerks Award

The Clerks Award may cover employees engaged in phone sales and promotions if their role is mainly clerical and administrative.

The employee’s classification depends on their skills and responsibilities.

Example

Davin works full-time for a tyre retailer.

One of Davin’s duties is to cold call and email potential new customers for the business. Davin makes and receives calls to and from customers, inputs and accesses customer data, sends and receives emails and places materials and supply orders for the business.

Davin’s work is mostly clerical or administrative and he is not employed in a contract call centre. Davin is covered by the Clerks Award.

Miscellaneous Award

The Miscellaneous Award may cover employees engaged in phone sales and promotions if they’re not:

covered by an industry award
a clerical employee covered by the Clerks Award
a managerial or professional employee.

An employee may be considered a professional employee if their role requires a degree qualification, for example, a bachelors degree in marketing. The Miscellaneous Award doesn’t cover professional employees.