What Skills Get Contact Center Agents Hired?

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.