What Makes a Contact Center Agent Unique
Would your hiring requirements be the same for an agent in a sales queue, versus a customer care queue? No, and it doesn't make sense to have the same criteria for an agent who will be in a call center answering phones, as one that will be engaging customers in online chat.
Beyond the obvious requirements of a contact center (chat) agent to have a certain typing speed and superior knowledge of the written word. There is a need for these agents to have a particular acumen for reading between the lines in a chat conversation in order to determine the tone, demeanor, and current disposition of the person being engaged in the chat.
For example, the ever-prominent ellipsis in online conversations... what does it mean? As I just used it, the ellipsis is a textual means into a further point or question. But more often than not in an online chat, it means an uncertainty by the person using it. If a customer, for example says "okay…." It most likely means he/she requires a little more reassurance or guidance in making their purchase or trouble-shooting their problem, and it is the agent's responsibility to recognize this in order to meet that customer's needs.
Then there's endless short-forms used in chat, and while an agent shouldn't be employing the use of these short forms, he/she must possess a secure knowledge of their meanings, at risk of otherwise being unable to understand the customer's meaning. IDK why so many ppl need short forms, but FYI many do use them, AKA as acronyms. B4 you LOL at me for pointing this out, plz visit any chat room for proof and an "OIC" moment. Did you get that?
These are just a couple things that new chat agents should be trained for before going live. What are others that are trained in your contact center? What do you train your contact center agents for?
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