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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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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