12 Key Competencies of Contact Center Professionals

Competencies of Contact Centre Professionals

Contact centre professionals are vital for ensuring effective customer

service and drive sales.

They are often the first or only point of contact

between a business and their customers.

Based on industry studies and internal research and data validation, Talegent has identified 12 key competencies of

effective call centre professionals.

1. Understanding InformationThe ability to make decisions based on written information

High scorers are likely to:

Understand most written information

Understand company policies easily

Make sound decisions based on written information

Write clear and succinct notes

2. Problem SolvingThe ability to solve problems and understand complex systems

High scorers are likely to:

Be intellectually capable

Deal well with complex and unfamiliar information

Solve problems effectively

Readily learn and apply new information and skills on the job

3. Sales Focus

The tendency to be persuasive, engaging and goal orientated

High scorers are likely to:

Be enthusiastic

Be driven and outcome-focused

Stay calm under pressure

Be optimistic when faced with set backs

4. Customer FocusThe tendency to strive to exceed customer expectations

High scorers are likely to:

Be dedicated to meeting the needs and expectations of customers

Effectively elicit first-hand customer information and use it to resolve their queries

Act with customers in mind

Be adept at establishing rapport with customers

5. Navigation

The ability to navigate through a contact centre environment (CRM)

High scorers are likely to be proficient in:

Navigating within a contact centre environment

Finding the answers to customer questions

Answering customer questions

Finding policies and important customer information

6. Data Entry Speed & AccuracyThe ability to enter customer information quickly and accurately

High scorers are likely to be proficient in:

Processing customer information and data quickly & accurately

Entering information while on the phone to customers

Typing up call notes

Understanding what customers have said

7. Customer OrientationThe ability to answer customer questions tactfully

High scorers are likely to be proficient in:

Keeping customers happy

Answering customer questions tactfully

Apologising when appropriate

Using appropriate language when speaking with customers

8. Active Listening

The ability to pay full attention to what customers are saying

High scorers are likely to be proficient in:

Understanding spoken information

Asking appropriate questions

Remembering what has been said

Reiterating their understanding of what callers have said

9. Social Drive

The tendency to enjoy social interaction

High scorers are likely to:

Enjoy building rapport with customers

Tailor their social behaviour to suit others

Be comfortable interacting with people from varied backgrounds

Be skilled at identifying how customers are feeling

10. Fortitude

The tendency to remain calm and composed when interacting with customers

High scorers are likely to:

Stay calm and composed during stressful situations

Be confident in themselves

Remain optimistic when faced with setbacks

Show versatility and adaptability

11. Conscientious

The tendency to be dependable and focus on work tasks

High scorers are likely to:

Work hard to ensure that they consistently deliver on their promises

Ensure that they always complete work in time for the appropriate deadline

Follow the appropriate rules and regulations when completing their work

Attempt to meet or even exceed tough deadlines every time

12. Drive for Results

The tendency to be motivated by challenging goals

High scorers are likely to:

Striving to achieve challenging goals

Focusing on work tasks

Being enthusiastic

Setting difficult objectives

Assess the 12 Contact Centre Competencies through Talegent’sworld-class online assessments

And gain insight on your candidates’ competence and job fit.

Call Talegent Philippines today!

Dial (02) 949-7003

Or visit us attalegent.com.ph