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More Typical Customer Contact Center Representative Competencies

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More Typical Customer Contact Center Representative Competencies

In a previous blog article, I discussed crucial competencies call center and customer care More Typical Customer Contact Center Representative Competenciescenter applicants and employees must possess to be successful when interacting with customers. In this article, I share more typical customer contact center representative competencies. I do this because I believe that it is essential that call center/customer care center personnel have strong interpersonal communication skills, be organized, able to problem solve, and have a strong sense of the importance of their function as the “face” of the organization.

It is essential that call center/customer care center personnel have strong interpersonal communication skills, be organized, able to problem solve, and have a strong sense of the importance of their function as the “face” of the organization. The following are additional common competencies that employers look for in applicants desiring to work in a call center/customer care center. These are listed in alphabetical order and vary in importance depending on the organizational mission.

The following are additional common competencies that employers look for in applicants desiring to work in a call center/customer care center. These are listed in alphabetical order and vary in importance depending on the organizational mission.

Multitasking/Managing multiple priorities or assignments simultaneously. Ability to receive customer information via the telephone while inputting data on the computer.

Negotiating effectively. Ability to identify customer needs, wants and expectations and then meet them through the negotiation of appropriate alternatives, when necessary.

Organizational skills. Ability to assemble and maintain information and data using a logical system using software or hard files where it can be readily accessed by the employee and others.

Peer coaching. Ability to offer support and guidance to employees and others, when required or appropriate.

Problem-solving. Ability to identify a root cause for a problem or issue through effective questioning and application of appropriate interventions to address them.

Teaming. Ability to work with diverse employees and contribute to team tack accomplishment.

Technical literacy. Knowledge and ability to learn and use a common call center or customer contact center, and basic office software and equipment, to accomplish routine job tasks.

Time management. Ability to use time and resources to address assigned tasks and customer issues.

For additional call center/customer care center competencies, ideas, techniques and strategies for enhancing customer relationships, and information on ways to build solid interpersonal communication skills, check out How to Be a Great Call Center Representative. In this self-study course book, you will find hundreds of powerful ideas for improving knowledge and skills that can aid in meeting customer needs, wants and expectations and lead to greater customer satisfaction and retention. You also receive a certificate from the renowned American Management Association.

Typical Customer Contact Center Representative Competencies

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Typical Customer Contact Center Representative Competencies

Typical Customer Contact Center Representative Competencies

To perform well in a call center/customer care center, employees must possess some very special competencies or capacities/abilities to perform required job tasks. Because of the specific requirements of the job, organizations must look for candidates possessing many of these typical customer contact representative competencies as possible. It is essential that call center/customer care center personnel have strong interpersonal communication skills, be organized, able to problem solve, and have a strong sense of the importance of their function as the “face” of the organization.

The following are some common competencies that employers look for in applicants desiring to work in a call center/customer care center. These are listed in alphabetical order and vary in importance depending on the organizational mission.

Business acumen. An understanding of the relationship between their jobs and how they impact the business and customers.

Contact management. Ability to control customer interaction once they contact the representative through a variety of assigned technology.

Change management. Ability to adapt to and handle changing situations and customer and business environments.

Conflict resolution. Ability to use effective interpersonal skills to resolve difficult customer-provider interactions.

Cross-selling. In environments where selling of products and services is a business focus, the ability to recognize potential customer needs and opportunities to sell or up-sell to customers.

Decision making. Ability to gather and analyze information, then apply appropriate interventions to resolve and issue or come to a decision.

Interpersonal communication. Ability to actively listen, question appropriately, provide feedback, and use customer communication skills to build and strengthen customer relationships.

Managing diversity. Cultural diversity knowledge and the ability to interact with a variety of people from various backgrounds in the workplace.

Managing stress. Ability to maintain a calm demeanor and mental state when situations and emotions escalate to higher levels when interacting with a customer.

For additional call center/customer care center competencies, ideas, techniques and strategies for enhancing customer relationships, and information on ways to build solid interpersonal communication skills, check out How to Be a Great Call Center Representative. In this self-study course book, you will find hundreds of powerful ideas for improving knowledge and skills that can aid in meeting customer needs, wants and expectations and lead to greater customer satisfaction and retention. You also receive a certificate from the renowned American Management Association.

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