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

Customer Loyalty
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Bulisa Nazo

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

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..

  Jaap de Jonge
Editor, Netherlands

Typical Skill Set for Customer Service Reps

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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