Hard Skills
IntermediatePBX and VoIP System OperationThe ability to operate complex Private Branch Exchange and Voice over IP hardware and software to manage high volumes of incoming and outgoing calls.
IntermediateCall Routing and DistributionThe skill of accurately identifying caller needs and directing them to the appropriate extension, department, or individual based on organizational hierarchy.
AdvancedEmergency Response CoordinationThe ability to manage high-stress emergency calls and execute established security or safety protocols by notifying the correct responders.
Entry-levelInformation Logging and DocumentationThe systematic recording of call details, messages, and visitor information into digital or physical logs for tracking purposes.
Soft Skills
AdvancedActive ListeningThe practice of fully concentrating on, understanding, responding to, and remembering what is being said during a voice interaction.
IntermediateProfessional Telephone EtiquetteAdherence to established standards of polite, professional, and efficient communication behavior during voice calls.