Voice customer support
Ability to apply Voice customer support practices and professional judgment to deliver reliable outcomes in customer operations & contact centers contexts.
What each level means
The P1–P5 scale is shared across every skill, but what each level means changes with the skill. This is what it looks like in practice.
P1
Describes the process, controls, stakeholders and basic decisions involved in Voice customer support.
P2
Executes standard Voice customer support activities accurately within established controls and escalates exceptions.
P3
Owns complex Voice customer support cases/processes, improves controls and coaches colleagues.
P4
Sets cross-team standards and governance for Voice customer support, integrating risk, metrics and stakeholder needs.
P5
Defines enterprise strategy or external practice for Voice customer support and develops other experts.
Source: PROCOMER FTZ employer benchmark