Call Center Competencies

Basic knowledge of computer usage, Windows applications, e-mail andinternet and the ability to learn organization- specific software – requirement.

• Peer Coaching

• Technical Literacy

• Problem Solving

• Call Center Technology

Maintaining a calm demeanor and mental state when situations and emotions escalate to higher levels

• Problem Solving

• Interpersonal Communication

• Managing Stress

• Peer Coaching

Gathering and analyzing then applying appropriate interventions to resolve an issue

• Problem Solving

• Interpersonal Communication

• Decision Making

• Peer Coaching

Offering support and guidance to co – workers

• Problem Solving

• Interpersonal Communication

• Decision Making

• Peer Coaching

Managing multiple priorities or assignments simultaneously.

• Problem Solving

• Multitasking

• Decision Making

• Peer Coaching

Managing multiple priorities or assignments simultaneously.Ability to actively listen, question appropriately, provide feedback, and use the skills outlined to build customer relationships

• Interpersonal Communication

• Multitasking

• Decision Making

• Peer Coaching

Ability to work effectively with others and contribute to team task accomplishment

• Interpersonal Communication

• Good Team Player

• Decision Making

• Peer Coaching

Adapting to and handling changing situations and environments

• Interpersonal Communication

• Good Team Player

• Change Management

• Peer Coaching

Selling upgraded or additional products to existing customers

• Interpersonal Communication

• Cross Selling

• Change Management

• Peer Coaching

Built to use available time and resources to address assigned tasks and customer issues

• Interpersonal Communication

• Cross Selling

• Change Management

• Time Management