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

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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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