Hard Skills
IntermediateTelephone System OperationThe ability to navigate complex switchboards, PBX, or digital VoIP systems to connect, transfer, and hold calls.
IntermediateCollect Call ProcessingSpecific knowledge of identifying, validating, and routing collect calls where the receiver accepts the charges.
BeginnerInformation Logging and Data EntryRecording caller details, call durations, and billing information accurately into a computerized database or log.
Soft Skills
AdvancedActive Listening and Verbal ClarityThe capacity to focus entirely on the caller, understand their request, and speak clearly to ensure instructions are understood.
IntermediateCustomer Conflict ResolutionTechniques used to handle frustrated callers or disputed charges calmly and professionally.