Skills & Competencies for Contact Center Representative III - Outbound

Contact Center Representative III - Outbound job profile

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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
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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)
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)
Performs customer analyses to make acquisition offers and maximize customer acquisition volume.
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Level 4 Behaviors
(Extensive Experience)
Oversees customer acquisition funnel to improve the effectiveness of attracting customers.
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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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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)
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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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)
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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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.
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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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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.

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