11 general skills or competencies (Job family competencies) for Contact Center Representative I
Skill definition-Attracting and converting new customers for our business.
Level 1 Behaviors
(General Familiarity)
Describes the data flow required to fulfill customer acquisition.
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Level 2 Behaviors
(Light Experience)
Supports the planning and execution of strategies to gain new customers across multiple channels.
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Level 3 Behaviors
(Moderate Experience)
Partners with sales and marketing to execute marketing campaigns for new customer acquisition.
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Level 4 Behaviors
(Extensive Experience)
Interprets trends or patterns in complex data sets to improve overall customer acquisition goals.
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Level 5 Behaviors
(Mastery)
Develops value-based customer segmentation models to ensure the acquisition of new customers.
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Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Discusses the lifecycle of end-to-end customer interaction from prospect to fulfillment.
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Level 2 Behaviors
(Light Experience)
Follows up on the delivery of customer interactions to ensure continued satisfaction.
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Level 3 Behaviors
(Moderate Experience)
Implements changes to customer interaction processes to enhance our services and products.
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Level 4 Behaviors
(Extensive Experience)
Facilitates positive communication with customers to increase their retention and advocacy.
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Level 5 Behaviors
(Mastery)
Establishes quality standards governing customer interactions to drive customer touchpoints.
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7 soft skills or competencies (core competencies) for Contact Center Representative I
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)
Discusses the primary markets for the P/S.
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Level 2 Behaviors
(Light Experience)
Summarizes the features, specifications, or functions of any given P/S.
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Level 3 Behaviors
(Moderate Experience)
Explores target customers to sell and deliver products and services.
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Level 4 Behaviors
(Extensive Experience)
Instructs others to explain the key factors that differentiate the products from those of the competitors.
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Level 5 Behaviors
(Mastery)
Initiates an evaluation of the past, evolution, and future plans of the product or service line.
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Skill definition-Ability to identify one's own strengths, set goals and work hard in achieving goals, standards, and targets without external rewards or punishments.
Level 1 Behaviors
(General Familiarity)
Distinguishes the differences between intrinsic and extrinsic motivators.
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Level 2 Behaviors
(Light Experience)
Gathers additional learning to fulfill a sense of accomplishment and increase self-motivation.
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Level 3 Behaviors
(Moderate Experience)
Develops a high-quality relationship with other motivated people.
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Level 4 Behaviors
(Extensive Experience)
Manages the allocation of career development resources to improve employee motivation and productivity.
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Level 5 Behaviors
(Mastery)
Shares innovative motivation techniques and exercises to boost self-motivation within our business.
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Summary of Contact Center Representative I skills and competencies
There are 0 hard skills for Contact Center Representative I.
11 general skills for Contact Center Representative I, Customer Acquisition, Customer Interaction, Customer Relations, etc.
7 soft skills for Contact Center Representative I, Products And Services, Self-Motivation, Effective Communication, etc.
While the list totals 18 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, he or she needs to be proficient in Products And Services, be proficient in Self-Motivation, and be proficient in Effective Communication.