Hard Skills
IntermediateSwitchboard OperationThe ability to manage complex telecommunications equipment and software to route incoming and outgoing calls effectively.
ProficientTelephone EtiquetteAdherence to professional standards for greetings, tone of voice, and polite phrasing during telephonic interactions.
IntermediateCall Documentation and LoggingThe precise entry of caller details, messages, and call outcomes into CRM systems or digital logs.
Soft Skills
AdvancedActive ListeningThe practice of fully concentrating on, understanding, and responding to callers to ensure accurate information exchange.
ProficientConflict De-escalationThe use of verbal techniques to calm upset or frustrated callers and reach a productive resolution.
IntermediateMultitaskingThe capacity to manage phone calls while simultaneously performing administrative tasks like data entry or scheduling.