What Skills Get Contact Center Agents Hired? | Workforce Management Blog

Information how you need it.

Interested? Monet offers exceptional videos that allow you to explore how we can help, at your own pace. Click below to select from a wide variety of quick, informative and self-paced videos that you can watch right now.

Watch a Demo

Quick, informative and self-paced videos you can watch right now.

Watch Now

No, thanks. Keep Reading.

What Skills Get Contact Center Agents Hired?

Posted: by: Chuck Ciarlo

For many years the skill set expected from a call center agent was fairly narrow and clearly defined. But as call centers have evolved into contact centers, additional skills are now required to meet customer expectations via their preferred method of communication. 

Bad news for agents? Not at all. Those will the ability to adapt to different communication channels will be more in demand. Also, those with outstanding written skills, but who are not as comfortable with interaction via telephone, now have an opportunity to work successfully in this environment. 

What skills should you be looking for when hiring an agent into a multi-channel contact center environment? Here are 10 of the most prominent:

Courtesy and professionalism in all communication

Attendance and punctuality

Outstanding verbal skills and/or written skills

The ability to multi-task

A responsible team player

The ability to adhere to a strict schedule

The confidence to work independently and problem-solve without assistance

The ability to stay calm in a fast-paced work atmosphere

Familiarity with the technology found in contact centers

The ability to listen to and respond to coaching

Specific contact centers will have additional expectations, such as the ability to work a non-traditional schedule. Agents that communicate with customers through a video chat will also need to maintain a professional appearance, with appropriate body language. 

Monet’s Workforce Management solution can play a key role in helping agents to achieve optimal performance, by giving them the information they need to succeed. 


Comments are closed

A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

Watch Video