Skills & Competencies for Contact Center Representative II - Outbound

Contact Center Representative II - Outbound job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Contact Center Representative II - Outbound

Initiates calls to current and potential customers to sell and upsell products and services.

JOB RESPONSIBILITIES for Contact Center Representative II - Outbound

Uses standard scripts and procedures to promote products and services. Processes orders and documents customer requests, interactions, outcomes, and feedback in the system. May make follow up calls to confirm details of orders or provide additional information.

Contact Center Representative II - Outbound SALARY RANGE

BASE 50%
$45,272
TOTAL 50%
$55,475
Job Level
A02
Job Code
SM15000212
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor

Contact Center Representative II - Outbound Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Contact Center Representative II - Outbound skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
BOOK A DEMO

12 general skills or competencies (Job family competencies) for Contact Center Representative II - Outbound

1 Job Family Competencies – Customer Acquisition
Proficiency Level -2
Skill definition-Attracting and converting new customers for our business.
Level 1 Behaviors
(General Familiarity)
Collects customer data to identify needs for customer acquisition.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Assists in calculating customer acquisition cost.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Defines target customer segments to tailor techniques in reaching new customers.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Creates and enhances innovative methodologies to attain key customer acquisition goals.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Builds new channels, platforms, tools, and systems to improve and scale customer acquisition.
See 4 More Skill Behaviors
2 Job Family Competencies – Customer Analytics
Proficiency Level -2
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Describes the importance of customer analytics in driving customer-focused growth plans.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Collects feedback from customers to enhance future analytics processes.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Executes customer analytics to maximize customer count, coverage, and performance.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Facilitates training on the new tools and methodologies used to enhance the customer analytics process.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities to predict customer needs and reduce customer churn rate.
See 4 More Skill Behaviors
3 Contact Center Representative II - Outbound - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative II - Outbound
Proficiency Level - 4
5 Competency for - Contact Center Representative II - Outbound
Proficiency Level - 5

9 soft skills or competencies (core competencies) for Contact Center Representative II - Outbound

1 Core Competencies – Products And Services
Proficiency Level -2
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.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Uses precise and appropriate terminology to explain the characteristics of the P/S.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Obtains information regarding the commonalities of diverse products and services within our business.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Proposes solutions to colleagues regarding implementation and operation-related considerations.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Provides a full range of consulting for the product and service production team.
See 4 More Skill Behaviors
2 Core Competencies – Customer Focus
Proficiency Level -3
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Lists the benefits of having a customer-focused organization.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Supports the management in developing customer engagement processes.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Uses customer feedback to help management improve products and services.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors and evaluates the process of innovating the client service model and service standards.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Promotes organizational activities that build rapport and cooperative relationships with customers.
See 4 More Skill Behaviors
3 Contact Center Representative II - Outbound - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative II - Outbound
Proficiency Level - 4
5 Competency for - Contact Center Representative II - Outbound
Proficiency Level - 5

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.

It's Easy to Get Started

Get the precision you need to assess, hire, and develop top talent with skills and competencies – see how with a personalized demo.