There is no doubt about it - today's consumers have come to expect instant gratification. In fact, according to a recent survey, more than half of today's consumers think a company should be available 24/7. This growing demand has led many companies to depend on live chat agents to provide this round-the-clock customer service. The good news is that the vast majority of consumers (92 percent) are satisfied with live chat services.The reality is, however, that not all chat agents are the same. While a top talent chat agent has the power to boost customer satisfaction, reduce costs and even increase sales, an inefficient chat agent can damage your company's reputation. This is why it is crucial to make sure you hire agents that have the right skills to provide the high-level of customer services your company requires.
You can identify top talent chat agent candidates by looking for applicants with these sought-after skills.
There is no getting around the fact that chat agents must be able to multitask. Agents must maintain communication with the customer while simultaneously looking for solutions to their problems. If communication with the customer comes to a halt because the agent cannot multitask, the customer may simply move on to one of your competitors. On the other hand, if the agent provides incorrect or misleading information, it could damage your company brand.
You can provide your chat agents with plenty of training, but there will still be times when these agents need to make quick decisions on the spot. You need agents who are able to assess the various solutions and select the right one for any given situation. Finding chat agent candidates that have effective problem-solving skills will ensure your customers obtain the top rate services they expect.
High-Level Data Entry Skills
Live chat agents must have excellent data entry skills. This not only includes great keyboarding skills, but also the ability to navigate from screen to screen while still communicating with the customer. Since studies show that 85 percent of people admit to lying on their resume, it is vital that you don't just take their word for it. You should have your top candidates complete a job sample simulation, which measures multi-tasking, data-entry accuracy and computer navigational skills, prior to making any final hiring decisions.
The Right Temperament
Working as a chat agent can be an extremely stressful job. An agent will deal with people who are angry, rude, confused and annoying. You need agents who are even-tempered and who can remain calm no matter how the customer behaves. This is one of the most important skills for a chat agent to have, yet one of the most difficult to identify. It can be hard to determine how a candidate will react until he or she is on the job.
FurstPerson's 1stScreen personality and behavioral-based assessment gives employers insight as to a candidate’s fit with the job and job environment and it can be a great way to evaluate the candidate's temperament.
Excellent written communication skills are a must for chat agents. Your agents must be able to provide clear instructions, answers and resources to your customers in an easy-to-understand format. Make sure your prospective candidate has good command over the English language, including both spelling and grammar. The ability to communicate in written form, for chat, email, social media and SMS roles can be measured by FurstPerson’s 1stScribe written skills assessment.
Without this ability, any live chat services could become pointless.
Making sure you hire the best chat agent candidates right from the start can help improve attrition rates, boost customer service and even drive sales. FurstPerson offers a number of pre-hire assessment tests, including 1stScreen, 1stType typing assessment, 1stScribe written skills assessment, and the Live Chat Simulation Assessment, to help you identify top talent chat agents.