Tip 11: Do a Quick Test for Email and Chat Reps

For many centers phone calls are now a minority of the customer interactions. The representatives you hire may be expected to take chat and email contacts in addition to phone calls. If this is true in your center, interview candidates using the channels they will be supporting If they’ll be answering email or chat, set ...

For many centers phone calls are now a minority of the customer interactions. The representatives you hire may be expected to take chat and email contacts in addition to phone calls. If this is true in your center, interview candidates using the channels they will be supporting

If they’ll be answering email or chat, set them up in an interview room and email or chat with them from another room. This doesn’t have to be an extensive part of the interview process.  Simply having the candidate respond to a couple questions through email or chat will give you a clear idea of how well the candidate communicates using these channels. Remember, writing is a completely different skill set than talking on the phone. Most managers wouldn’t put someone on the phone to whom they haven’t talked, so why do we place reps on chat or email when we have no indication of how they communicate using these media? Taking a few minutes to do this during the interview process can greatly increase the quality of reps you hire. This is especially critical if you are hiring reps who will do solely email or chat support.

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