Skills & Competencies for Contact Center Representative III - Outbound

Contact Center Representative III - Outbound job profile

Book a Demo and Receive a Sample Job Profile

JOB SUMMARY for Contact Center Representative III - Outbound

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

JOB RESPONSIBILITIES for Contact Center Representative III - 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 III - Outbound SALARY RANGE

BASE 50%
$54,240
TOTAL 50%
$64,517
Job Level
A03
Job Code
SM15000213
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor

Contact Center Representative III - 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 III - 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 III - Outbound

1 Job Family Competencies – Customer Acquisition
Proficiency Level -3
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
2 Job Family Competencies – Customer Analytics
Proficiency Level -3
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
3 Contact Center Representative III - Outbound - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative III - Outbound
Proficiency Level - 4
5 Competency for - Contact Center Representative III - Outbound
Proficiency Level - 5

10 soft skills or competencies (core competencies) for Contact Center Representative III - 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)
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
2 Core Competencies – Customer Focus
Proficiency Level -3
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
3 Contact Center Representative III - Outbound - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative III - Outbound
Proficiency Level - 4
5 Competency for - Contact Center Representative III - Outbound
Proficiency Level - 5

Summary of Contact Center Representative III - Outbound skills and competencies

There are 0 hard skills for Contact Center Representative III - Outbound.
12 general skills for Contact Center Representative III - Outbound, Customer Acquisition, Customer Analytics, Customer Interaction, etc.
10 soft skills for Contact Center Representative III - Outbound, Products And Services, Customer Focus, Attention to Detail, etc.
While the list totals 22 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 III - 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.