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Please read each job behavior and skill description below. Then rate how essential it is to overall job performance in the agent position at your organization. Once you click Submit, you’ll have instant access to your results.
Job Behaviors
Description
Value to the Job
Greets customers and introduces him/herself to establish rapport.
Obtains and enters relevant information (e.g., customer name, account number) into computerized database to access customer information.
Listens to customers' explanations to gain an understanding of their needs or issues.
Asks customers questions to determine the specific nature of their call.
Uses the computerized database to access the information needed to assist customers.
Determines a course of action based on the available information to resolve customer issues/objections.
Refers customers to the appropriate party if required.
Informs customers of the action(s) taken to meet their needs.
Ensures customers are satisfied with the actions taken before closing the call.
Follows up as required after calls to execute agreed upon actions.
Documents the pertinent facts surrounding customer calls in the computerized database to maintain a current account history.
Asks customers discovery questions to fully understand their needs and issues.
Listens to customers for cues that are linked to products and services.
Suggests and explains the features and benefits of a product or service to customers so they can make an informed purchasing decision.
Responds to customer questions or objections to ensure customers have all the information available when making decisions.
Identifies sales opportunities and takes appropriate action (processes sale or refers caller to appropriate personnel).
Learns about product and service offerings, company policies, and operating procedures, including computerized database systems and call handling procedures.
Keeps abreast of changes to the product and service offering.
Asks supervisor or coworkers questions to increase knowledge of products, services, policies, and procedures.
Completes tutorials and/or practice calls to become more proficient in handling customer calls and using the database systems.
Seeks and/or reviews competitive information to understand how to position products and services against the competition.
Suggests to supervisor ways to improve current operating procedures.
Participates in team or company meetings to contribute to call center effectiveness.
Completes required forms or paperwork (e.g., timesheets, complaint logs) in accordance with call center procedures.
Participates in company functions (e.g., fundraisers, promotions) as requested to contribute to call center effectiveness.
Skills
Description
Value to the Job
Sales Orientation: Identifying customer needs for products and services, matching products and services to those needs, recommending and influencing customers toward appropriate products and services, and responding to customer questions.
Multi-tasking: Quickly and accurately performing multiple tasks (i.e., talking, listening, entering and documenting information, seeking information, problem solving) simultaneously while managing the pace of the call and maintaining focus on the customer.
Developing Customer Rapport: Ensuring that customers have a positive image of the company by politely greeting customers, determining customers’ desired interaction styles and responding accordingly, diffusing irate or insistent customers, maintaining an appropriate demeanor for all customer calls, checking customers’ satisfaction, and following up to ensure that customers’ needs are met and their expectations exceeded.
Discovering Customer Needs: Listening attentively to customers to determine their true needs, understanding the customer’s point of view, asking appropriate probing or checking questions to ensure understanding, and discerning facts from assumptions to accurately determine what will satisfy the customer.
Problem Solving and Responding to Customer Needs: Gathering and reviewing relevant customer information, understanding meaningful relationships across information sources, generating and selecting effective options for solutions, providing accurate information, service, or products, or referring customers to appropriate personnel.
Ability to Learn and Apply Procedures: Comprehending new job related information in a timely manner and correctly recalling and applying that information during customer calls.
Teamwork: Working effectively as a team member by attentively listening to and sharing information with others to facilitate a cooperative environment, and to meet and exceed customer expectations.
Communication: Expressing information in a clear and concise manner without rambling; speaking in a pleasant tone and volume; using effective voice inflection and enthusiasm; using correct vocabulary, grammar, and sentence structure.
Work Ethic: Demonstrating a strong desire to contribute to the organization; demonstrating reliable and dependable behavior that contributes to the organization’s image; behaving in an ethical and trustworthy manner; taking initiative on work tasks and responsibilities.
