11 general skills or competencies (Job family competencies) for Contact Center Representative I - Inbound
Skill definition-Attracting and converting new customers for our business.
Level 1 Behaviors
(General Familiarity)
Explains the importance and objectives of customer acquisition.
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Level 2 Behaviors
(Light Experience)
Works with a specific software to manage a referral program.
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Level 3 Behaviors
(Moderate Experience)
Uses the best digital marketing tools and activities to maximize customer acquisition growth.
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Level 4 Behaviors
(Extensive Experience)
Oversees customer lifecycle through acquisition funnels to increase engagement and decrease drop-offs.
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Level 5 Behaviors
(Mastery)
Stays abreast of new digital acquisition trends and customer channels to generate revenue growth.
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Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Lists the commonly used technology and tools in conducting customer analytics.
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Level 2 Behaviors
(Light Experience)
Uses customer analytics tools to understand customers' journey and service preferences.
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Level 3 Behaviors
(Moderate Experience)
Utilizes customer analytics to identify customer insights and make customer journey maps.
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Level 4 Behaviors
(Extensive Experience)
Oversees the customer analytics process to drive maximum customer lifetime value and success.
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Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities to predict customer needs and reduce customer churn rate.
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9 soft skills or competencies (core competencies) for Contact Center Representative I - Inbound
Skill definition-Knowledge of the full array of our organization's products and services including those that are created for internal customers; insight into the differentiating factors that distinguish them from those of competitors.
Level 1 Behaviors
(General Familiarity)
Collects and summarizes information and marketing materials for R&D purposes.
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Level 2 Behaviors
(Light Experience)
Discusses the potential profitability of a proposed new product.
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Level 3 Behaviors
(Moderate Experience)
Evaluates our business’s P/S costs and prices, and market positioning.
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Level 4 Behaviors
(Extensive Experience)
Establishes related procedures for product design, development and delivery time limits.
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Level 5 Behaviors
(Mastery)
Describes the planned launch of superior products and services to stakeholders to promote enthusiasm and support.
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Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Describes the impact of avoiding overcommitments in dealing with customer concerns.
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Level 2 Behaviors
(Light Experience)
Enters clients' issues into the customer database systems.
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Level 3 Behaviors
(Moderate Experience)
Communicates information with customers to build their understanding of issues and capabilities.
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Level 4 Behaviors
(Extensive Experience)
Delivers training to employees to provide outstanding experiences for customers.
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Level 5 Behaviors
(Mastery)
Creates procedures and methods for monitoring and evaluating customer concerns, issues, and satisfaction.
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Summary of Contact Center Representative I - Inbound skills and competencies
There are 0 hard skills for Contact Center Representative I - Inbound.
11 general skills for Contact Center Representative I - Inbound, Customer Acquisition, Customer Analytics, Customer Complaint Resolution, etc.
9 soft skills for Contact Center Representative I - Inbound, Products And Services, Customer Focus, Attention to Detail, etc.
While the list totals 20 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Contact Center Representative I - Inbound, he or she needs to be proficient in Products And Services, be proficient in Customer Focus, and be proficient in Attention to Detail.