Hard Skills
IntermediatePBX System OperationThe ability to operate private branch exchange systems to manage multiple incoming and outgoing calls and transfer them correctly.
IntermediateProfessional Telephone EtiquetteAdherence to formal standards of behavior and speech when representing an organization over the phone.
IntermediateData Entry ProficiencyThe skill of quickly and accurately inputting caller information and notes into a CRM or digital log.
Soft Skills
AdvancedActive ListeningThe practice of fully concentrating on, understanding, and responding to a caller to ensure accurate information exchange.
AdvancedConflict De-escalationUsing verbal techniques to calm angry or frustrated callers and reach a productive resolution.