12 general skills or competencies (Job family competencies) for Contact Center Representative II - Outbound
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 II - Outbound
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)
Illustrates how customers use our business's products and services.
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Level 2 Behaviors
(Light Experience)
Uses precise and appropriate terminology to explain the characteristics of the P/S.
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Level 3 Behaviors
(Moderate Experience)
Obtains information regarding the commonalities of diverse products and services within our business.
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Level 4 Behaviors
(Extensive Experience)
Proposes solutions to colleagues regarding implementation and operation-related considerations.
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Level 5 Behaviors
(Mastery)
Provides a full range of consulting for the product and service production team.
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Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Lists the benefits of having a customer-focused organization.
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Level 2 Behaviors
(Light Experience)
Supports the management in developing customer engagement processes.
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Level 3 Behaviors
(Moderate Experience)
Uses customer feedback to help management improve products and services.
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Level 4 Behaviors
(Extensive Experience)
Monitors and evaluates the process of innovating the client service model and service standards.
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Level 5 Behaviors
(Mastery)
Promotes organizational activities that build rapport and cooperative relationships with customers.
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Summary of Contact Center Representative II - Outbound skills and competencies
There are 0 hard skills for Contact Center Representative II - Outbound.
12 general skills for Contact Center Representative II - Outbound, Customer Acquisition, Customer Analytics, Customer Interaction, etc.
9 soft skills for Contact Center Representative II - Outbound, 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 - Outbound, he or she needs to be proficient in Products And Services, be skilled in Customer Focus, and be skilled in Attention to Detail.