ContactBabel, a UK based consultancy and research firm, recently released their 2011 US Contact Center Decision Makers’ Guide. Based on extensive interviews with 209 contact centers across a broad number of industry groups and agent size, this well-researched report covers topics focused on people, process, and technology.
In this blog series, our goal is to present our thoughts and comments on three findings within the report based on our data and experience. This installment in the series examines the question of, “What drives agent success on the job?” and discusses the most important attributes and competencies of a successful contact center agent.
Modeling Success on the Job
The ContactBabel Guide also discusses the most important attributes of a successful contact center agent, again based on feedback from the survey respondents.
It is not surprising to see ability to multi-task as an important attribute. For example, the 2011 Guide surveyed the respondents on the number of applications that a call center agent must access during a call. 88% of the respondents indicated that agents must access more than one application and 60% have to access more than 3 applications in order to manage a call. For the new hire, being able to multi-task is an important attribute to job success.
In the 2011 Guide, empathy with customers is considered to be the leading attribute for successful call center job performance. While empathy with customers is important, FurstPerson’s job analysis surveys (N=1,172) show that compliance is usually rated the top competency. In fact, empathy with customers rarely makes the top ten rankings in the job analysis surveys. This rating is based on subject matter experts within contact center organizations evaluating the competencies that drive successful performance within their respective center.
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