Core Skills
For every Narqix team member, on every track. After reading this page you will know which core skills your role needs, the order to learn them, and which core scripts every caller must master.
Track: All tracks · Role: Everyone · Time to complete: 5 min
What Core Skills are
Core Skills are the abilities that make someone excellent in any role, for any client. Industry knowledge changes from campaign to campaign. These skills travel with you everywhere: a clear voice on the phone, a clean CRM note, a well-written email, a correct time conversion, a calm answer to an angry customer.
They are also what clients notice first. A client may forgive a gap in product knowledge in week one. They rarely forgive a confusing email or a missed meeting caused by a time zone mistake.
Coach's note: Core Skills are practised, not just read. Every page has drills. Do them out loud, on paper, or in your practice CRM. Fifteen minutes of practice a day for a month will change how clients hear and read you.
The skills pages
| Order | Page | What you will be able to do |
|---|---|---|
| 1 | Phone Mastery for Non-Native Speakers | Speak at the right pace, sound warm and clear, listen actively, and pronounce US names, places, numbers and addresses correctly |
| 2 | US Culture and Geography for Callers | Understand US time zones, states, regions, addresses, everyday American speech and holidays |
| 3 | Professional Email Writing | Write emails that are clear, polite and get answered |
| 4 | CRM Hygiene and Note Writing | Keep records clean and write notes in the universal Narqix format |
| 5 | Time Zones and Scheduling | Convert times without mistakes, handle clock changes, and schedule across zones |
| 6 | Typing and Accuracy | Type fast enough and enter data with near-zero errors |
| 7 | Handling Difficult Conversations | Stay calm and effective with angry, upset, confused or abusive people |
| 8 | Self-Management and Focus on Night Shifts | Plan your shift, protect your focus and keep your energy through the night |
| 9 | Learning How to Learn a New Client | Get up to speed on a new client in days, not weeks |
Core scripts (Script Library, Track: Core)
These scripts apply to every calling campaign, in every industry. Track scripts are built on top of them.
| Script | Stage | Use it for |
|---|---|---|
| Universal Call Opening and Closing | Opening | Starting and ending every outbound and inbound call correctly and compliantly |
| Handling Abusive or Angry Callers | Objections | Calming an upset person, setting boundaries, and knowing when to end a call |
| Voicemail Basics | Voicemail & Text | Leaving short, clear, compliant voicemails that get callbacks |
| Stop, Do-Not-Call and Wrong Number Requests | Objections | Handling opt-outs and wrong numbers instantly and correctly |
| Hold, Transfer and Message Taking | Inbound | Putting people on hold, transferring warmly and taking complete messages |
Which pages your role needs
| Role group | Must complete | Recommended |
|---|---|---|
| Callers, setters, SMS agents, confirmers, CSRs, dispatchers | 1, 2, 4, 5, 7, 8 and all core scripts | 3, 6, 9 |
| Lead managers, acquisitions and dispositions support, transaction coordinators | 1, 2, 3, 4, 5, 7 and all core scripts | 6, 8, 9 |
| Back office, admin, processors | 3, 4, 5, 6, 9 | 2, 7, 8 |
| Customer support | 3, 4, 7, 9, plus 1 and core scripts if your role includes phone | 2, 5, 6, 8 |
| Specialists | 3, 5, 8, 9 | 4, 6 |
Never do this: Never go live on calls without passing the Compliance Basics for Calling and Texting quiz (Narqix Standards) and practising the core scripts out loud.
Check yourself
- Why do Core Skills matter even when you already know the industry?
- Which core script do you use for opt-out requests?
- Which Standards page must callers pass at 100% before going live?
Answers
- They travel with you to every client and are what clients notice first: clear calls, clean notes, clear emails, correct times.
- Stop, Do-Not-Call and Wrong Number Requests.
- Compliance Basics for Calling and Texting.
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