Despite the Contact Center's growth into a $300+ billion industry – little detailed information is publicly available about most contact center jobs’ competencies.
Three essential skills stand out to the PROS at FurstPerson!
Skill #1
COMPUTER NAVIGATION
Nearly every frontline contact-center job requires representatives to use a computer during training and on the job, making computer-navigation skill a bona-fide occupational qualification. Computer-navigation skills reflects an individual’s proficiency using a keyboard, mouse, and software to obtain information necessary to support a customer.
"Candidates lacking basic computer skills struggle with training and frequently fail." – Dawn Lampert, Director of Selection and Assessment at FurstPerson
"Candidates lacking basic computer skills struggle with training and frequently fail." – Dawn Lampert, Director of Selection and Assessment at FurstPerson
Skill #2
KEYBOARDING
Keyboarding is different than typing skills because it focuses on speed and accuracy of data entry rather than typing formal, punctuated sentences. During calls representatives input identifying information to access data-bases necessary to address a customer’s questions. After the call has ended, representatives enter notes that summarize the purpose of the call and its resolution.
"Candidates who lack keyboarding skills often fail to meet productivity goals."– Brent Holland, Vice President, Research and Consulting at FurstPerson
"Candidates who lack keyboarding skills often fail to meet productivity goals."– Brent Holland, Vice President, Research and Consulting at FurstPerson
Skill #3
MULTITASKING
The most difficult skill to measure, and arguably the most important, is multitasking.
A representative’s skill performing multiple activities well at the
same time is, according to many industry experts, essential to optimal
contact-center performance. Representatives who struggle to perform
multiple activities concurrently
may have difficulty achieving the aggressive performance thresholds
required by many centers. "A representative’s skill performing multiple activities well at the same time is, according to many industry experts, essential to optimal contact center performance." – Brent Holland, Vice President, Research and Consulting at FurstPerson
Contact center jobs are often associated with high levels of psychological and physiological strain, which lead to burnout, absenteeism, turnover, and other withdrawal behaviors.
Take it from the experts at FurstPerson:
"Contact centers do an adequate job measuring knowledge, abilities, and personality characteristics, but the majority of them miss the mark when it comes to evaluating candidates' job-relevant skill."
– Brent Holland,Vice President, Research and Consulting at FurstPerson
The most effective hiring processes are built on solid job
analysis. A battery of well-designed tests and
assessments that measure essential knowledge, skills, abilities, and
personality characteristics; and continuous post-implementation reviews
to evaluate the assessments' performance.
Hiring and retaining representatives with the qualities needed to achieve long-term success creates a significant competitive advantage for all organizations. The most effective way to identify candidates with the greatest likelihood of success is to use a battery of complementary assessments to measure the whole person against the knowledge, skills, abilities, and personality characteristics essential for successful job performance.
– What skills do you value in an employee? Please submit your opinions in the comment section below.
All information compiled in this blog post was gathered from "How to Measure Contact Center Skills Using Multimedia Simulations." – compiled by FurstPerson.
To read the full text and discover more solutions that help candidates find a job they will love and enable clients to hire people that will perform well, be satisfied, and stay with the company – visit www.furstperson.com.
Hire Furst, Hire Right – FurstPerson
Hiring and retaining representatives with the qualities needed to achieve long-term success creates a significant competitive advantage for all organizations. The most effective way to identify candidates with the greatest likelihood of success is to use a battery of complementary assessments to measure the whole person against the knowledge, skills, abilities, and personality characteristics essential for successful job performance.
– What skills do you value in an employee? Please submit your opinions in the comment section below.
All information compiled in this blog post was gathered from "How to Measure Contact Center Skills Using Multimedia Simulations." – compiled by FurstPerson.
To read the full text and discover more solutions that help candidates find a job they will love and enable clients to hire people that will perform well, be satisfied, and stay with the company – visit www.furstperson.com.
Hire Furst, Hire Right – FurstPerson
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