Main Responsibilities and Required Skills for a Contact Center Representative
A Contact Center Representative is a professional who acts as the frontline point of contact for customers and clients seeking assistance, information, or resolving issues related to products or services. They play a crucial role in maintaining customer satisfaction and building brand loyalty. In this blog post, we will delve into the primary responsibilities and the most in-demand hard and soft skills required for a successful career as a Contact Center Representative.
Get market insights and compare skills for other jobs here.
Main Responsibilities of a Contact Center Representative
The following list describes the typical responsibilities of a Contact Center Representative:
Achieve
Achieve daily and monthly activity, performance and quality assurance goals.
Achieve delivery of tasks in accordance with agreed schedules, procedures and standards.
Achieve monthly KPIs and metrics, such as Call Handle Time and Abandon rates.
Achieve performance standards set by the department.
Adapt
Adapt communication style to suit different customers.
Adhere to
Adhere to all HIPAA, state and federal regulations pertaining to the clinical programs.
Adhere to all state, and federal rules and regulations.
Adhere to both URAC & NCQA standards pertinent to their job description.
Adhere to metrics and service level agreements as set by management.
Adhere to quality and production expectations.
Answer
Answer basic questions for claimants.
Answer incoming calls promptly and courteously.
Assist with
Assist and provide very basic technical support as calls come into the Member Center.
Assist customers in navigating the company's website or online platforms.
Assist customers with clear communication and step-by-step solutions.
Assist in the training of new merchants.
Assist members and potential members with all incoming requests and needs.
Assist members with questions about credit union services and products.
Assist with department projects as needed.
Assist with mail sorting and distribution.
Attend
Attend credit union training sessions, conferences, or seminars as approved by supervisor.
Build
Build positive team relationships to achieve department goals.
Build working relationships with customers and related teams.
Carry out
Carry out other projects and responsibilities as assigned.
Collaborate with
Collaborate with other departments to resolve complex issues.
Collaborate with supervisors to address complex customer cases.
Conduct
Conduct administrative intake and scripted clinical intake of calls for clinical review.
Conduct all activities in accordance with the highest ethical standards.
Conduct brief customer interviews with strict adherence to required scripting.
Conduct follow-up calls to ensure customer satisfaction.
Conduct outbound calls for sales or promotional purposes.
Contribute to
Contribute to a fair, positive and equitable environment that supports a diverse workforce.
Contribute to business objectives for Operational Excellence.
Define
Define, diagnose and troubleshoot consumer product problems.
Demonstrate
Demonstrate empathy and active listening skills.
Determine
Determine appropriateness of caller's qualifications as compared with program goals.
Develop
Develop and maintain working knowledge of guidelines, program procedures and systems.
Develop Self and Others / Effectively Influences / Company Champion.
Develop Yourself and Colleagues.
Document
Document and track significant discussions or complaints.
Document calls clearly and accurately.
Drive
Drive customer satisfaction by providing high quality of service.
Educate
Educate customers on policies, procedures, and products.
Educate merchants on policies, procedures, and products.
Ensure
Ensure all phone conversations are professional and add value.
Ensure confidentiality of information.
Ensure necessary due diligence to support the accuracy of all customer transactions / activities.
Ensure that appropriate records are maintained and required reports are prepared.
Ensure that complaints are proactively escalated.
Ensure that customers understand the resolution and provide on-going education to customers.
Escalate
Escalate all calls to a Clinical Reviewer or Supervisor per guidelines.
Escalate non-standard or high-risk transactions / activities as necessary.
Escalate problematic issues to Management.
Execute
Execute corrective and preventive action plans.
Execute with Speed and Impact.
Explain
Explain detailed and / or complicated information within the team.
Explain products and services, and refer members to appropriate personnel.
Follow
Follow approved scripts on outbound calls to achieve campaign objectives.
Follow approved workflows to nurture sales leads.
Follow company guidelines and protocols diligently.
Follow procedure / protocol accurately based on customer needs.
Follow-up
Follow-up customer calls when necessary.
Foster
Foster a positive and collaborative team environment.
Gather
Gather and analyze data to identify and help solve complex problems.
Handle
Handle challenging or irate customers with patience and tact.
Handle customer complaints and ensure they are addressed promptly.
Handle inbound calls from credit union customers - help with password, questions on account, etc..
Handle sensitive and confidential customer information with care.
Identify
Identify and address customer inquiries regarding accounts.
Identify and analyze customer needs to offer personalized solutions.
Identify and resolve inquiries within assigned purview in a timely, friendly and accurate manner.
Identify cross-sell opportunities and / or refer customers / partners to internal Bank partners.
Identify opportunities for process and task improvement, recommend solutions to Supervisor.
Implement
Implement advice and customer service procedures and approaches to complete work efficiently.
Input
Input data and notes accurately and efficiently.
Listen
Listen attentively to customer needs and concerns.
Look
Look for cross-sell opportunities and educate callers about products and promotions.
Maintain
Maintain acceptable levels of performance for all KPIs.
Maintain accurate and detailed records of customer interactions.
Maintain a customer-centric approach in all interactions.
Maintain a dependable record of attendance and timeliness.
Maintain and update member account information on computer system.
Maintain an understanding of the different clients, products and department functions.
Maintain a positive and professional attitude at all times.
Maintain awareness of policies and regulations related to duties and responsibilities.
Maintain consistency with clients, staff, visitors, and the public.
Maintain professionalism and does not show favoritism.
Maintain written documentation according to HealthHelp”s documentation policy.
Manage
Manage high call volumes effectively.
Manage high pace inbound calls.
Meet
Meet individual and team performance targets.
Monitor
Monitor voicemail boxes for messages and relays those messages in a timely manner.
Move
Move tickets to technical team.
Offer
Offer upgrades and pre-sales assistance when applicable.
Participate in
Participate in monthly Self / Peer Call Coaching Evaluations.
Participate in ongoing training to improve skills.
Perform
Perform all duties in a safe and sound manner.
Perform all required responsibilities as a representative of the Contact Centre.
Perform other duties as assigned by Supervisor.
Perform transactions with accuracy.
Plan
Plan, facilitate and / or execute assigned projects.
Print and mail forms to members.
Process
Process orders, returns, and exchanges efficiently.
Promote
Promote full suite of products, sales, services and banking capabilities.
Provide
Provide administrative support to the Clinical Review Department if needed.
Provide a high level of detail in customer follow up and paperwork.
Provide product and technical support via telephone and email.
Provide product information and guidance to customers.
Provide recommendations and guidance to customers and / or internal partners.
Provide technical support and troubleshoot issues.
Record
Record key delivery data for metrics purposes.
Refer
Refer more complicated questions to analysts.
Respond to
Respond to customer inquiries, resolving issues or escalating them when necessary.
Schedule
Schedule appointments, coordinate multiple calendars, and make follow-up calls as appropriate.
Seek
Seek and respond to development feedback.
Stay updated on
Stay updated on product knowledge and company policies.
Support
Support and participate in process improvement opportunities.
Support the business by meeting established service level agreements.
Support the timely and accurate completion of business processes and procedures.
Troubleshoot
Troubleshoot and resolve employee, manager, and HR inquiries via phone and / or AskHR feature online.
Understand
Understand and apply operating policies and procedures.
Understand how the team integrates with others to accomplish business objectives.
Update
Update the CRM database with detailed information regarding all customer inquiries.
Update tickets with updates coming from engineering and customers.
Uphold
Uphold compliance and data protection regulations.
Use
Use call scripts and templates effectively.
Use decision-support computer software programs to respond to common service questions and inquiries.
Utilize
Utilize call center software and tools proficiently.
Utilize CRM as directed to track calls and follow up.
Utilize customer feedback to improve service quality.
Work with
Work in shifts to ensure round-the-clock support.
Work on Sookasa with end customers and resolve their issues.
Work with branches to support and encourage product growth.
Work with multiple screens and softwares.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Contact Center Representative:
Proficiency in using call center software and customer relationship management (CRM) systems.
Excellent typing speed and accuracy for data entry.
Familiarity with telephony and call routing systems.
Knowledge of basic computer applications (e.g., MS Office).
Ability to navigate and multitask on different computer screens.
Understanding of helpdesk ticketing systems.
Fluency in multiple languages, if applicable to the target customer base.
Basic knowledge of troubleshooting technical issues.
Familiarity with web-based chat and email support platforms.
Ability to operate call recording and monitoring tools.
Most In-demand Soft Skills
The following list describes the most required soft skills of a Contact Center Representative:
Exceptional communication skills (verbal and written).
Active listening and empathetic understanding.
Patience and composure in dealing with challenging situations.
Strong problem-solving and critical thinking abilities.
Adaptability and flexibility to changing work demands.
Ability to work independently and as part of a team.
Positive attitude and customer-focused approach.
Time management and organizational skills.
Conflict resolution and de-escalation techniques.
Professionalism and strong work ethic.
Conclusion
A Contact Center Representative is an indispensable asset to any organization that values excellent customer service. They play a vital role in ensuring customer satisfaction, resolving issues, and fostering positive relationships with clients. Success in this role requires a combination of technical expertise and essential soft skills. By mastering the main responsibilities and acquiring the required skills, Contact Center Representatives can excel in their role and contribute to the overall success of the organization.
