Voice customer support
Ability to apply Voice 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 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.
Fuente: PROCOMER FTZ employer benchmark