Chat customer support
Ability to apply Chat customer support practices and professional judgment to deliver reliable outcomes in customer operations & contact centers contexts.
Qué significa cada nivel
La escala P1–P5 es común a todas las habilidades, pero lo que significa cada nivel cambia según la habilidad. Esto es lo que se espera observar.
P1
Describes the process, controls, stakeholders and basic decisions involved in Chat customer support.
P2
Executes standard Chat customer support activities accurately within established controls and escalates exceptions.
P3
Owns complex Chat customer support cases/processes, improves controls and coaches colleagues.
P4
Sets cross-team standards and governance for Chat customer support, integrating risk, metrics and stakeholder needs.
P5
Defines enterprise strategy or external practice for Chat customer support and develops other experts.
Fuente: PROCOMER FTZ employer benchmark