TRAITS OF A CONTACT

CENTER
PRACTITIONER
• ST. BENILDE INTERNATIONAL SCHOOL
 What is Contact Center?

• Contact Center

• Contact Center is the company’s area which

manages all customer contacts through the use
of technologies such as emails, chat and
internet.
T R A I T S O F C O N TAC T C E N T E R
P R AC T I T I O N E R
 EM PATHY

This is the ability to

identify with and
understand somebody
else’s feelings or
difficulties.
 FLUENCY
This is the ability
to speak a
language
effortlessly and
correctly.
 FRIENDLINESS

This refers to being

pleasant and
welcoming to any
person who calls
you.
KNOWLEDGEABLE

This is the requirement of

contact service
employees to know as
much information as
possible about their
product or service.
 PROACTIVE

This is the ability to

provide solutions while
showing tact and skill in
quickly dealing with
problems.
#Be PROACTIVE! 
This is the ability to conform to the
standards of skill, competence, and
character normally expected of a
properly qualified and experienced
contact center agent.
 SINCERITY

This means projecting a

genuine and honest
expression of helping the
customer. This is the
characteristics that lets
customer sense your true
intention to help.