12 general skills or competencies (Job family competencies) for Contact Center Representative IV - Inbound
Skill definition-Attracting and converting new customers for our business.
Level 1 Behaviors
(General Familiarity)
Documents the best practices used in customer acquisition strategies.
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Level 2 Behaviors
(Light Experience)
Tracks market needs, industry trends, and competitive dynamics in customer acquisition.
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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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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)
Partners with key stakeholders in performing customer analytics to maximize customer retention rate.
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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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10 soft skills or competencies (core competencies) for Contact Center Representative IV - 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)
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)
Seeks information to understand customers' circumstances, problems, expectations, and needs.
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Level 3 Behaviors
(Moderate Experience)
Reviews action plans to identify the factors that may affect customer relationships.
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Level 4 Behaviors
(Extensive Experience)
Measures customer satisfaction levels to recommend and implement service improvement alternatives.
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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 IV - Inbound skills and competencies
There are 0 hard skills for Contact Center Representative IV - Inbound.
12 general skills for Contact Center Representative IV - Inbound, Customer Acquisition, Customer Analytics, Customer Complaint Resolution, etc.
10 soft skills for Contact Center Representative IV - Inbound, 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 IV - Inbound, he or she needs to be skilled in Products And Services, be skilled in Customer Focus, and be skilled in Attention to Detail.