Development of a Competency Model of Fintech Startup Call Center Counselors

The purpose of this study is to develop a competency model for call center agents in fintech startups. A literature review, behavioral event interviews, and a three-round Delphi survey with 21 experts were conducted. Initially, 10 competencies and 52 behavioral indicators were identified. After expert validation, the final model comprised 11 competencies and 60 behavioral indicators, including ‘self-directed performance management’, ‘customer-oriented needs response’, ‘consultation completion’, ‘teamwork skills’, ‘customer-centric thinking’, ‘digital system utilization’, ‘consultation process optimization’, ‘domain knowledge application’, ‘consultation information search and utilization’, ‘customer complaint handling’, and ‘emotional regulation and stress management’. The model underwent multiple validation steps to ensure its relevance and applicability. Competency definitions and behavioral indicators were refined to systematically outline key skills for fintech startup call center agents. This model reflects the unique characteristics of fintech environments, such as handling digital financial products and managing interactions across multiple consultation channels. It serves as a reference for recruitment, performance evaluation, and training program development, helping fintech startups enhance service quality, improve customer satisfaction, and support the professional growth of call center agents.