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)
Documents the best practices used in customer acquisition strategies.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Tracks market needs, industry trends, and competitive dynamics in customer acquisition.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Partners with sales and marketing to execute marketing campaigns for new customer acquisition.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Interprets trends or patterns in complex data sets to improve overall customer acquisition goals.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops value-based customer segmentation models to ensure the acquisition of new customers.
See 4 More Skill Behaviors
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Explains the elements of good customer interaction delivery.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies customer needs by conducting customer interactions.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Implements changes to customer interaction processes to enhance our services and products.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Optimizes customer interactions to gain repeat transactions and referrals from the customer base.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Fosters relationships and trust through customer interactions to solicit customer service feedback.
See 4 More Skill Behaviors
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Summarizes the features, specifications, or functions of any given P/S.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Explores target customers to sell and deliver products and services.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Instructs others to explain the key factors that differentiate the products from those of the competitors.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Initiates an evaluation of the past, evolution, and future plans of the product or service line.
See 4 More Skill Behaviors
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Seeks recommendations and advice to improve future work processes and refine own competency gaps.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Develops a high-quality relationship with other motivated people.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Recognizes employees' achievements and milestones with word praises to encourage continued performance.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Shares innovative motivation techniques and exercises to boost self-motivation within our business.
See 4 More Skill Behaviors
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.