Tag Archives: call center agents

Forget robots: super agents are coming.

Call centers across America are training so-called “super agents.” These are call center representatives who are able to deal with any and all customer problems that come through the line. In an effort to reduce industry-high rates of turnover, call center recruiters are investing in hiring candidates who can go the distance.

Image result for call center super agents

The role of a call center representative is one of the few positions where assessment metrics during the interview process can reliably predict on-the-job success. Super agents need to have high achievement in things like communication skills, multi-tasking abilities, analytical skills, and more. As more companies begin to hire these super reps, the hiring process can begin to quantify the skills necessary to rise to the challenge.

Continue reading