Assessing E-Mail Agent Candidates

[JPalkowski]

I was wondering what types of assessment tools are being used to assess candidates for E-Mail Agent positions?

We will soon begin interviewing candidates to provide e-mail servicing, and I wanted to know what specific type of testing you may be using to assess typing skills, grammar, spelling, accuracy, etc..

Unfortunately, our budget will not allow for us to purchase any assessment tools that may be on the market, so we're looking for low cost alternatives to help measure the skills needed to handle e-mail servicing.

Any suggestions would be appreciated.

Thanks!

[wollow]

All the rep needs is a good email client with grammer and
spell check

[JPalkowski]

As long as the spell check is used (i.e. "grammer"), right?

[Moriarte]

As far as testing, it is tough to really say. I managed an email response line group a little over a year ago.

In the end, it won't be much different than the tests you would give a standard Phone agent.

Typing, spelling, and then general knowledge about the product in question. The line group I managed was a group that trouble shot online e-training courses for customers of one of our clients.

The agents needed a bit more technical knowledge in regards to how the internet works, what IP's are for, etc... So we created an assessment test for it.

Trust me, your biggest task won't end up being are they qualified, it will be in determining how productive they are, once you do hire them. Most call centers aren't geared towards an email response environment, and if your center is big on Productivity this one will give you a headache. =)

[rebeccagibsonICMI]

While spelling and grammar are foundation skills for your electronic agents (e-Agents), I encourage you to go a step beyond to assess your candidates' interpretation and writing skills. This includes, first, comprehension and interpretation. Can the candidate quickly identify the customer's needs from an email? Is he or she able to read between the lines of an unclear message? Anyone who's ever received an email that "didn't answer my question" knows the frustration customers experience when they aren't responded to appropriately. Second, is the candidate able to write clearly? How well is s/he able to communicate an idea? Have they mastered the ability to break down directions and solutions into easily digestible steps? Third, is the candidate about to do so with brevity? Does he or she quickly get to the point of the email and organize thoughts succinctly?

Email writing is similar, but not identical, to traditional business writing. You can assess your candidates' skills most accurately by going beyond a traditional spelling and grammar test and creating a realistic role play. Using a sample customer email and elaborating with an "information sheet" with customer background, appropriate call center policies, product/service information, have the candidate formulate an email response. Assess his/her grammar and spelling but also the email handling skills discussed above.

Good luck!