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Competencies of Contact Centre Professionals

12 Key Competencies of Contact Center Professionals

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Based on industry studies and internal research and data validation, Talegent has identified 12 key competencies of effective call centre professionals. This research was discovered after investigating the business impact of using the solution by analysing the link between these 12 competencies and key contact centre business metrics including net conversion rate, average sales per contact, and service quality adherence.

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Page 1: 12 Key Competencies of Contact Center Professionals

Competencies of Contact Centre Professionals

Page 2: 12 Key Competencies of Contact Center 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.

Page 3: 12 Key Competencies of Contact Center Professionals

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

effective call centre professionals.

Page 4: 12 Key Competencies of Contact Center 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

Page 5: 12 Key Competencies of Contact Center Professionals

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

Page 6: 12 Key Competencies of Contact Center Professionals

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

Page 7: 12 Key Competencies of Contact Center Professionals

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

Page 8: 12 Key Competencies of Contact Center Professionals

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

Page 9: 12 Key Competencies of Contact Center Professionals

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

Page 10: 12 Key Competencies of Contact Center Professionals

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

Page 11: 12 Key Competencies of Contact Center Professionals

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

Page 12: 12 Key Competencies of Contact Center Professionals

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

Page 13: 12 Key Competencies of Contact Center Professionals

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

Page 14: 12 Key Competencies of Contact Center Professionals

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

Page 15: 12 Key Competencies of Contact Center Professionals

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

Page 16: 12 Key Competencies of Contact Center Professionals

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

Page 17: 12 Key Competencies of Contact Center Professionals

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

Page 18: 12 Key Competencies of Contact Center Professionals

Call Talegent Philippines today!

Dial (02) 949-7003

Or visit us attalegent.com.ph