Skills & Competencies for Contact Center Representative IV - Outbound

Contact Center Representative IV - Outbound job profile

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JOB SUMMARY for Contact Center Representative IV - Outbound

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

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

BASE 50%
$62,510
TOTAL 50%
$76,761
Job Level
A04
Job Code
SM15000214
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor

Contact Center Representative IV - 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 IV - 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 IV - 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)
Cites examples of key performance metrics related to customer acquisition.
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Level 2 Behaviors
(Light Experience)
Applies effective methodologies to support customer acquisition goals.
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Level 3 Behaviors
(Moderate Experience)
Defines target customer segments to tailor techniques in reaching new customers.
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Level 4 Behaviors
(Extensive Experience)
Creates and enhances innovative methodologies to attain key customer acquisition goals.
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Level 5 Behaviors
(Mastery)
Builds customer loyalty programs to target high-potential opportunities for customer acquisitions.
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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)
Compiles a list of customer data sources for accurate customer analytics.
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Level 2 Behaviors
(Light Experience)
Assists in executing new customer analytics models to understand customer behavior.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer analytics to improve customer service and decrease associated constraints.
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Level 4 Behaviors
(Extensive Experience)
Delivers customer analytics to measure and improve customer service quality and efficiency.
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Level 5 Behaviors
(Mastery)
Adapts to industry trends in customer analytics to transform actionable insights into profitable results.
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3 Contact Center Representative IV - Outbound - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative IV - Outbound
Proficiency Level - 4
5 Competency for - Contact Center Representative IV - Outbound
Proficiency Level - 5

10 soft skills or competencies (core competencies) for Contact Center Representative IV - Outbound

1 Core Competencies – Products And Services
Proficiency Level -3
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)
Cites examples of how customers use our business's products and services.
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Level 2 Behaviors
(Light Experience)
Describes our organization's current marketing campaign.
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Level 3 Behaviors
(Moderate Experience)
Announces and explains updates of products and services and delivery.
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Level 4 Behaviors
(Extensive Experience)
Enhances employees' understanding of several sets of interrelated products and services and their interdependence.
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Level 5 Behaviors
(Mastery)
Conceives and plans our business’s future structure according to the target market and P/S strategy.
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2 Core Competencies – Customer Focus
Proficiency Level -4
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Cites different customer preferences and requests to configure products to customer liking.
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Level 2 Behaviors
(Light Experience)
Applies the principles of maintaining a customer-focused environment to meet service standards.
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Level 3 Behaviors
(Moderate Experience)
Audits the services provided to clients to ensure they meet client needs.
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Level 4 Behaviors
(Extensive Experience)
Anticipates clients' upcoming needs and concerns to prevent potential issues.
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Level 5 Behaviors
(Mastery)
Champions new tools and techniques for anticipating clients' upcoming needs and concerns.
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3 Contact Center Representative IV - Outbound - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Contact Center Representative IV - Outbound
Proficiency Level - 4
5 Competency for - Contact Center Representative IV - Outbound
Proficiency Level - 5

Summary of Contact Center Representative IV - Outbound skills and competencies

There are 0 hard skills for Contact Center Representative IV - Outbound.
12 general skills for Contact Center Representative IV - Outbound, Customer Acquisition, Customer Analytics, Customer Interaction, etc.
10 soft skills for Contact Center Representative IV - 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 IV - Outbound, he or she needs to be skilled in Products And Services, be skilled in Customer Focus, and be skilled in Attention to Detail.

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