Minimum skills for call agents

[Ashie1900]

I'm drafting a minimum skills list for call agents in a inbound customer service environment. Can anyone help? Thanks in advance. - Ashie

[shannong]

A few competencies I have used are:
Adaptability
Communication
Customer Service
Job Knowledge
Judgment
Quality
Quantity
Teamwork

I have specifics to go with each competency which defines behaviors if you are interested.

Some others, most likely to be used on a monitoring sheet, are:
Friendly
Efficient
Vocal Qualities
Trustworthy
Knowledgeable
Personal
Attentive
Empathetic
Positive
Responsible
Eager to Please

Hope this helps. You're welcome to call me.
972-712-7015

[ALFAGTV-6]

This is a good one and having been to the COPC class and recently certified as a high performance contact center this is a good approach.

Outline all MINIMUM skills required to take a call. Use those skills that you can MEASURE. We developed a minimum skills test we use at the end of every new hire training as well as the end of all new product training. It is performance based with a GO/NO GO checklist and a high pass criteria of 14 out of 15 to pass, for example. Agents are allowed to use all resources as they would on a call in the test.

Agents are not allowed to interact with consumers until they pass. We also have an annual re-cert minimum skills test we use. Some sample subject matter we test was.... remmeber minumumm skills needed to take a call...

Typing speed and accuracy rate
Product knowledge
Use of Phone Pad and headset controls
Customer Service Skills
Policy and Procedure
Use of Call Tracking and other on-line applications

[RonG]

I'm very interested in your response to the issue posted.

You listed a sample of some of the minimum skills required by a call center rep. Is there an extended list you use, and would you mind sharing that with me. Also, what are some of the things you guys test on, you mention a 14 out of 15 for a pass.

[Jimmy Childs]

1. Communication skills observed in interview.
2. Computer/keyboard/phone/resourse material test
given live with tester on phone scoring appli-
cant for customer service skills, communication
skills, multitasking and accuracy. Test is a
questionaire template requiring customer info
(name, address, phone number, quantity, item
name, item number and credit card payment.
3. Applicant is instructed through typical soft-
ware application to observe ability to follow
instructions and navigate through program.
4. Of special interest are:
a. tone of voice
b. enunciation
c. change of inflection
d. speed of speaking
e. customer service-customer service-customer
service.

[ALFAGTV-6]

I'll share all we do with one of our technical clients and then break down one test area for clarification:

In my business, we troubleshoot computer peripherals in various operating systems

Technician Level 1 Minimum Skills Test

Use of Rockwell phone pad and headset
Customer Service Skills (we give them a written scenario then ask which of the following is the best approach)
Troubleshooting Skills (same here as above)
PC Skills
MAC Skills
Product Specific Knowledge
On-line customer support applications (call tracking, use of knowledge base, etc)
Client Policy and Procedure
Typing test for speed and accuracy

For Rockwell phone and headset.....................

Technician must, using a headset and Rockwell phone pad, complete the following observable 9 out of 10 tasks without assistance.

GO NO GO
Plug in your headset
Sign on to begin your shift
Place a call on hold
Use Call Work mode
Transfer a call to Customer Relations
Go on a break
Increase your mic gain
Record a personal greeting
Increase headset volume
Sign in to a training mode

[Ashie1900]

Thanks to all for your replies. Your input really helped a lot.

[Ashie1900]

Hi, Shannon.

I'm interested to know of the specifics of the behaviors that go with each competency you have listed. I'd appreciate it if you can post a reply or if you'd write to ashie1900@hotmail.com Thanks!

[shannong]

No problem...I'll email you later today.