Telecommunications
Telecom Customer Service & Sales skills assessment
Telco sales and service staff help customers choose and use connectivity. This scorecard covers product knowledge, plan advice, billing, troubleshooting and compliance.
- 12 skills to score
- 1–10 scale on every skill
- 6 starting levels
The 12 Telecom Customer Service & Sales skills you can score
These are the default Telecom Customer Service & Sales skills in SkillScorer. Each one is scored from 1 to 10 for every technician, and you can edit, remove or add skills at any time.
Plan and Product Knowledge
Knows plans, devices and features and explains them clearly.
Needs Discovery and Recommendation
Finds out what customers need and recommends suitable plans.
Billing and Account Enquiries
Resolves billing and account questions accurately.
Basic Technical Troubleshooting
Helps customers fix common service and device problems.
Sales Compliance and Disclosure
Follows consumer law and discloses terms and costs honestly.
Complaint Handling
Handles complaints empathetically and resolves them or escalates properly.
Retail Store Presentation
Keeps the store tidy and displays attractive.
Upgrade and Retention Conversations
Offers upgrades and retains customers considering leaving.
Systems Proficiency
Uses billing and CRM systems accurately.
Handling Vulnerable Customers
Recognises and supports customers in vulnerable circumstances.
Number Porting and Activation
Activates services and ports numbers correctly.
Communication
Communicates clearly in person and by phone.
Levels included with Telecom Customer Service & Sales
Telecom Customer Service & Sales starts with 6 levels, which SkillScorer calls “Grade” for telecommunications, so technicians can be grouped and compared fairly. Rename, reorder or replace them at any time.
- Trainee
- Technician
- Senior Technician
- Team Leader
- Engineer
- Network Manager
How Telecom Customer Service & Sales works in SkillScorer
Score
Each technician in a region is scored on the Telecom Customer Service & Sales skills in the Skills Matrix: tap a cell, type a score, and it saves itself.
Compare
Rank technicians, compare two side by side, or compare your regions against each other to see exactly where the strengths and gaps are.
Track
Scores are kept year after year, so you can see who is improving and which Telecom Customer Service & Sales skills need attention. Reports also follow each team leader's region.
Telecom Customer Service & Sales scorecard: common questions
What skills does the Telecom Customer Service & Sales scorecard include?
SkillScorer's Telecom Customer Service & Sales scorecard covers 12 skills: Plan and Product Knowledge, Needs Discovery and Recommendation, Billing and Account Enquiries, Basic Technical Troubleshooting, Sales Compliance and Disclosure, Complaint Handling, Retail Store Presentation, Upgrade and Retention Conversations, Systems Proficiency, Handling Vulnerable Customers, Number Porting and Activation and Communication. Each one comes with a written description of what it measures, and you can edit, rename, remove or add skills to suit your organisation.
How are technicians scored in Telecom Customer Service & Sales?
Every technician is scored from 1 to 10 on each skill (1 = Poor, 5 = Average, 10 = Elite), one region and year at a time. Scores autosave in the Skills Matrix, and the 18 built-in reports turn them into rankings, radar charts, skill gaps and year-on-year trends.
Which levels come with Telecom Customer Service & Sales?
Telecom Customer Service & Sales starts with these levels (called “Grade” in the app): Trainee, Technician, Senior Technician, Team Leader, Engineer and Network Manager. They are just a starting point, so you can rename, reorder or replace them.
Can I change the Telecom Customer Service & Sales skills and wording?
Yes. The skills, levels and labels are all editable per organisation. In telecommunications the app talks about technicians, regions and team leaders, and you can change any of those words too.
Score Telecom Customer Service & Sales with SkillScorer
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