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Telephone Operators Competency Model

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Job Function/Industry: Professional & Administrative Services
Description:  Competency model composed of education, experience, tasks, competencies and characteristics required to effectively:
- Provide information by accessing alphabetical, geographical, or other directories.
- Assist customers with special billing requests, such as charges to a third party and credits or refunds for incorrectly dialed numbers or bad connections.
- May handle emergency calls and assist children or people with physical disabilities to make telephone calls.
Version: The basic version contains education, experience, tasks and competencies required for the occupation. The complete version adds the behaviors required for the occupation, painting a clear picture of what is expected and reducing subjectivity.
Author: DOL O*Net - this product uses the O*NET Database version 17.0, but has been improved for relevance to competency-based talent management
Last Updated: June 2010
# of Competencies Included: 30
Competencies weighted based on significance, including but not limited to:
1 - Customer and Personal Service
2 - Oral Expression
3 - English Language
4 - Oral Comprehension
5 - Speech Clarity
6 - Active Listening
7 - Speaking
8 - Speech Recognition
9 - Service Orientation
10 - Telecommunications
Format: After checkout you will receive an email with a link to the competency model in PDF format.