V Skill HF-D2.5-004 cross-sector 9 skills
Service calls and telephone contact
Handling client contacts by telephone and chat with a fixed structure, controlled questioning and a closing that contains a concrete agreement.
How hrmforce measures this
- Assessment method
- Work sample test · rho 0.33 (SD 0.09)
- hrmforce instrument
- Work sample test, Communication Styles
- Competency (50-framework)
- Customer-friendliness
- Trainability
- high
- Demand outlook 2026 to 2030
- declining
The candidate performs a representative work sample under standardised conditions.
Behavioural anchors
| Level | Behaviour at this level |
|---|---|
| N1 Guided | Answers according to the script, registers the question in the system and transfers the caller to the right colleague. works under supervision and follows instruction · routine, one variable at a time · own task |
| N3 Proficient | Settles unusual questions within a single call, keeps call time under control and audibly summarises the agreement made. sets own approach and seeks input proactively · several variables, some ambiguity · own team or process |
| N5 Leading | Designs conversation models and quality standards for the contact centre and reviews recordings to support coaching and system choices. sets the standard and the policy · strategic, under high uncertainty · organisation, value chain or profession |
N2 and N4 are deliberately not anchored. Raters place them between the anchors, following the O*NET convention.
Underlying skills
These skills inherit the assessment route and the behavioural anchors of this construct.
| T | Skill | Definition | Demand outlook 2026 to 2030 |
|---|---|---|---|
| V | Structuring a client phone call Structured phone call · Call flow | Handles a phone call with a fixed structure of greeting, questioning, solution and closing agreement. | declining |
| V | Providing chat support Chat support · Live chat | Helps clients through chat with short, complete answers while managing several conversations at once. | rising |
| V | Questioning and verifying a client request Client intake questioning · Verification | Asks for the data and context needed and repeats them for verification before acting. | stable |
| V | Transferring and handing over Warm transfer · Call handover | Transfers to the right colleague with a warm handover of the question and the data already known. | declining |
| V | Closing a call with an agreement Closing the call · Call wrap up | Closes a client call with a summary, a concrete next step and a check question. | stable |
| T | Working in a ticketing system Ticketing system · Service desk tool | Registers, categorises and tracks client issues in a ticketing system until the case is closed. | stable |
| V | Working in a contact centre Contact centre work · Call centre | Works in an environment with queues, call time targets and continuous inflow of client contacts. | declining |
| V | Applying a call script Call script · Conversation guide | Follows a script for questioning and offer and deviates with reason when the situation requires. | declining |
| T | Logging client contact in CRM CRM logging · Salesforce · HubSpot | Records after each contact the question, agreement and status in the client system for colleagues. | stable |