Competencies Checklist
Call Center Competencies Checklist
Training and coaching are easy to plan and implement when everyone knows the specific skills they are aiming at. This call center competencies checklist helps you to compare the skills of your staff with current standards for excellence. Use this tool and customize it for your own needs.
Here’s how it begins: “From our experience, highly skilled agents and managers possess the competencies detailed below. Without them, you may be losing market share unnecessarily. How do your sales and service representatives measure up? If your answer is “no” or “maybe” to 5 or more of these behaviors, you have need for a fresh curriculum. This can be accomplished with as little as a 1½ day workshop or a few well-placed new lessons. Companies who hire frequently should take a look at their old training and make sure it is focused on the right skills.”