4 General types of skills all contact center reps must learn

4 General types of skills all contact center reps must learn

Faith Ocampo Published on February 8, 2017

close up female call center rep with customer service team in back

As part of skills management, identifying what your customer support reps can and can’t do can help improve your call center’s performance.

Documenting, categorizing, and managing your staff’s skills are highly abstract and complex human resource processes. So it’s not surprising that many companies skip these activities. When done correctly, however, they can be beneficial for contact centers. By knowing what your people are capable of, you can solve customer problems more efficiently.

customer service rep with call center team leader giving thumbs up

For instance, identifying your staff’s specific skills and know-how can help you deploy better customer service processes. One application is skills-based routing, a call assignment strategy used to direct incoming customer service transactions to the most suitable agents. Through this system, a caller is assigned to an agent based on several criteria, such as:

•     the caller’s identity and telephone number
•     choices keyed in on the interactive voice response system
•     agents’ expertise and availability

Similarly, knowing what your reps capabilities and limitations will help you spot and address skills gaps in your team. You can build training and development programs geared for their needs. In the long run, this can boost your contact center’s performance and improve employee engagement.
To help you get started with skills management, here are the four general types of aptitudes your call center reps must have.

1.     Organization-specific skills

laughing call center team

Organization-specific or proprietary skills are those that employees acquire during their stay in a company. These include skills that are directly related to the products and services offered by a call center or the brands it represents.

Examples are company-specific processes such as billing, reservations, and scheduling. Product or service know-how and customer support protocols also fall under this category.

2.     Technical skills

bearded call center agent thinking

Technical skills refer to industry-specific expertise. They usually require special trainings, advanced education, and formal certifications. Examples are technical troubleshooting (for tech support agents), language mastery, professional licensing (for processes like healthcare and IT), and others.

Agents must also be able to operate digital channels and customer support tools. Contact center team leaders and supervisors, on the other hand, must be knowledgeable about customer relations and the customer experience.

3.     Relationship management skills

technical support rep at work

Typically called “soft skills,” an agent’s relationship management skills refer to a broad range of interpersonal and communication skills. Active listening, empathizing with callers, and building rapport with customers can be categorized under this skill set.

Although often undervalued, these abilities can enrich the customer experience and thus help brands build strong bonds with their customers.

4.     Passive skills

asian call center rep in mid sentence talking to customer on phone

Passive skills are those that customers may not even notice. In reality, however, these are the very skills that allow agents to deliver an excellent customer service. They include agents’ team playing abilities, flexibility, a knack for processing complex information, and creativity. All these allow employees to communicate effectively within the organization, come up with new ideas, and solve difficult problems.

Identifying and managing the skills of your contact center reps must be part of your human resource management approach. These activities can help you design training and development programs that would enhance your team’s performance and boost employee engagement.
Part of an efficient human resource management approach is enhancing the skills of your employees. Identifying what they can do and encouraging them to acquire new capabilities will allow you to address skills and knowledge gaps in your contact center.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
Since the US is a cultural melting pot, businesses catering to the North American market would definitely benefit from skilled multilingual professionals. Read more about it here: https://bit.ly/3u9BlwH

Ready to add a second business language? Contact us: https://bit.ly/3lTr2ck

Interested in #onshoring from our #LasVegas site? Explore Open Access BPO Onshore™ Solutions: https://bit.ly/2XKlBnw

#WeSpeakYourLanguage #multilingual #outsourcing #bilingual
Open Access BPO
Open Access BPO1 day ago
English is the most commonly used business language. This should be your company's top choice if you want to tap the world's most powerful economies.

Here are the top languages businesses must offer to remain competitive in international markets: https://bit.ly/39NKqSF

For #CustomerService and #BackOffice support in over 30 languages, contact Open Access BPO today: https://bit.ly/3u9v3wQ

#WeSpeakYourLanguage #outsourcing
Open Access BPO
Open Access BPO2 days ago
Outsourcing to expert third-party providers open new opportunities and business innovations for international expansion. Open Access BPO explains the benefits for businesses who outsource: https://buff.ly/2XK3bDm

Get started on #multilingual #customerservice: https://buff.ly/3nXmy7h

#WeSpeakYourLanguage #outsourcing
Open Access BPO
Open Access BPO3 days ago
Get acquainted with Open Access BPO's operation facilities in the Philippines, US, Taiwan, and China.

Need help deciding which location best suits your #multilingual #callcenter needs? Contact us today: https://buff.ly/3zrnOBv

#WeSpeakYourLanguage #Outsourcing
Open Access BPO
Open Access BPO4 days ago
Enjoy these benefits when you outsource your #callcenter services:
✅ 24/7 availability across all support channels
✅ Flexibility and convenience
✅ Cost reduction

Learn more: https://buff.ly/2W0kyQ4

Message us to outsource today: https://buff.ly/3zsVdMr

#WeSpeakYourLanguage #multilingual #outsourcing
Open Access BPO
Open Access BPO5 days ago
As a #multilingual #outsourcing firm, Open Access BPO supports global companies and their clientele. #GDPR compliance ensures seamless #DataSecurity and access for customers.

Every consumer Open Access BPO touches has the freedom to choose how their personal data is handled and stored. https://buff.ly/3nP1IXB

#WeSpeakYourLanguage
Do NOT follow this link or you will be banned from the site!