What is a Typical Skill Set or Profile of Customer Retention (Call Center) Reps?

Customer Loyalty
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Customer Loyalty > Best Practices > What is a Typical Skill Set or Profile of Customer Retention (Call Center) Reps?

What is a Typical Skill Set or Profile of Customer Retention (Call Center) Reps?
Bulisa Nazo
Do you have any ideas on recruitment and selection of the correct profile for retention in a call centre? What set of skills or training programs should one be looking at? Do you know of a set of KPIs to measure the individual retentions by individual team members? Thank you.. (...) Read more? Sign up for free

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  Typical Skill Set for Customer Service Reps
Jaap de Jonge, Editor, Netherlands
  Typical requirements for customer service representative:
- Proven customer support experience
- Strong phone contact handling skills and active listening
- Familiar with certain CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize and manage time effectively
- High school diploma or college degree

Typical customer service representative skills:
- Customer service skills, experience
- Quality focus
- Product knowledge
- Market knowledge
- Documentation skills
- Listening skills
- Phone skills
- Resolving conflict skills
- Multitasking
- Patience
- Negotiation skills
- Positive attitude
- Attention to detail
- People-oriented
- Quick analysis of problems/ issues
- Problem solving
- Organizational skills
- Adaptability
- Ability to work under pressure
- Certain software skills.

   
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Customer Loyalty
Summary
Forum
How Manufacturers can create Smart Products to Enhance Customer Loyalty
🔥Keeping Existing Customers is NOT Always Better than Acquiring New Ones!
Using Multi-Item Measurement Scales in Marketing Research
Best Practices
🥇Paradigm Shift - Consumers
🥈Marketing and Customer Loyality
🥉When to Establish a Business Relationship?
Customer Loyalty in Consumer Durable Products
Customer Loyalty in Monopoly
What is Customer Loyalty?
Calculating the Benefits of Keeping Customers
Customer Satisfaction = Customer Loyalty?
Customer Loyalty is Created via Total Value Chain
How can Employee Retention Help to Build Customer Loyalty?
Attitudinal and Behavioral Loyalty
Compulsory Customer Loyalty in a Monopoly
Loyalty Situation May Change Quickly!
What is a Typical Skill Set or Profile of Customer Retention (Call Center) Reps?
Don't Assume your Customers are Loyal
Customer Loyalty is Individual
Customer Loyalty by Providing a Complete Integrated Solution
Service Loyalty Versus Product Loyalty
The Value of Customer Retention
Customer Loyalty is Hard to Earn
Customer Loyalty is the Life Blood of Organization
Keep Customer Loyalty During a Long Period
No Idea What is Meant by Customer Loyalty


Customer Loyalty
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