12 general skills or competencies (Job family competencies) for Contact Center Representative II - Inbound
Skill definition-Attracting and converting new customers for our business.
Level 1 Behaviors
(General Familiarity)
Compiles a list of digital marketing technologies used to develop customer acquisition strategies.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Logs and reports the performance of digital marketing campaigns focused on customer acquisition.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Helps in designing new consumer models to drive new product customer acquisition.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Expands the reach and value of programs to encourage customer participation and ongoing acquisition.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Champions a test-and-learn culture to build roadmaps in optimizing customer acquisition rate.
See 4 More Skill Behaviors
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Documents the current best practices in customer analytics.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Conducts customer analytics to identify customer demands and requirements.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Leverages customer analytics to streamline data identification and improve customer experience.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Integrates customer analytic insights to enable informed decision-making in improving customer experience.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Designs customer analytics frameworks to improve customer satisfaction and success value.
See 4 More Skill Behaviors
9 soft skills or competencies (core competencies) for Contact Center Representative II - 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)
Describes own business unit's role in the production of our organization's P/S.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Outlines the main advantages of our business's main P/S.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Examines the products and services from the perspective of the customer.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Incorporates quantifiable evidence to prove that the value of the product is credible.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Educates others on the structure and integration of cross-functional products or services.
See 4 More Skill Behaviors
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Explains the importance of showing clients that their perspectives are valued.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Responds to customers and addresses their needs in real-time.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Looks for ways to add value beyond clients' immediate requests.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Develops guidelines for dealing with customer issues.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops and improves products and services to meet customer needs.
See 4 More Skill Behaviors
Summary of Contact Center Representative II - Inbound skills and competencies
There are 0 hard skills for Contact Center Representative II - Inbound.
12 general skills for Contact Center Representative II - Inbound, Customer Acquisition, Customer Analytics, Customer Complaint Resolution, etc.
9 soft skills for Contact Center Representative II - Inbound, Products And Services, Customer Focus, Attention to Detail, etc.
While the list totals 21 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 II - Inbound, he or she needs to be proficient in Products And Services, be skilled in Customer Focus, and be skilled in Attention to Detail.