© copyright 2002 trostle & associates, ltd. all rights reserved. top gun web agents: find...

©Copyright 2002 Trostle & Associates, LTD. All Rights Reserved.

Top Gun Web Agents:Find ‘em, Get’em, Keep’em

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Find ‘em How to recognize “Top Gun” Talent

Get ‘em How to recruit them for your Contact Center

Keep ‘em Tools and programs to help you hold onto your

Top Guns



What is a web agent? What makes a web agent a Top Gun? Where do you find them? Practice what we teach!

Web-based Candidate Assessments

More practice… Tools and methods to leverage costs?



Soft Skill Selection Strategy Benchmarking Top Guns Web Agent vs. Call Center Agent Web-Based Candidate Assessment Interview Tips & Tools


Competencies forWeb Agents

Are they a good fit? Are they "service” minded? Skills & abilities? Time to train or hit the ground running?


Competencies forWeb Agents

“…the fact is the requisite skill set of the online service/support rep is vastly different from that of a phone based agent.” eCustomer Interaction Channels: Phone, E-mail, Web Chat

Source: Training for the eService Triathlon, Jay Gautheir,Customer Support Management, July 2001


First Step: Definition

Skills required Goals Ideal candidate personality profile Blended services: Phone, Email, Chat


What is a Web Enabled Contact Center?

“50% of North American population will use email by the end of 2001”– Forrester Research

Tight budgets Web-based communication channels


Contact CenterHiring Matrix

Agent/Candidate Skills Phone Chat E-mailVerbal communication X

Listening X

Friendly, helpful disposition X X X

Professional etiquette X X X

Above average patience X X

Handles stress X X

Types quickly & accurately X X

Few spelling, punctuation, or grammatical errors X X

Above-average composition skills X X

Confident with computer systems, Internet, browser & basic software X X

Discern/interpret customer needs (read between the lines) X X


Process Steps

1. Job Description 2. Recruit 3. Interview & Select 4. Job Review 5. Coach 6. Guidance/Discipline 7. Reward and Recognize


Job Description

Spell Out expectations Define each competency Measurement criteria Ideal candidate examples:

education, experience, skills


Recruiting

Emphasize competencies Define clearly Begin with the ad! Best Places to find Talent


Interview

Design questions around competencies Talk through in behavioral style Engage in dialog. What they have done in the past?


Reviews & Appraisals

Regular reviews Clear definitions Observe, measure and coach Provide examples


Coach

The Coach Approach Winning Game Plans Championship Seasons


Guide / Discipline

Stay on track Effective tools Measures of Success


Reward & Recognize

Reward Best Practices Create Your Own Program Tool Kits


Agent CompetenciesSummary

Competency #1 Communications: Phone, E-mail, Chat

Competency #2 Interpersonal

Competency #3 Customer Service

Competency #4 Knowledge

Competency #5 Computer Skills

Competency #6 Performance Standards

Competency #7 Work Habits (Behavioral Background/ 3 weeks of training…)

Competency #8 Flexibility

Competency #9 Problem Solving

Competency #10 Personal Growth

Competency #11 Innovation

Competency #12 Stress Management


Agent Competency #1Communication

Communication Skills Phone Email & Chat


Agent Competency #2Interpersonal

Personality Positive attitudes Gets along with others Helpers at Heart


Agent Competency #3Customer Service

The importance of the customer Balance! Knowledge Customer satisfaction


Agent Competency #4Knowledge

Previous experience Training time & budgets Knowledge data base Agent tools


Agent Competency #5Computer Skills

Word processing Spreadsheets Databases Order entry Other software


Agent Competency #6Performance Standards

Quality & Quantity How many errors? How many complaints? How many calls, emails, or chats? Set standards and track them regularly Accountability


Agent Competency #7Work Habits

Attendance expectations Timely task completion New work assignments


Agent Competency #8Flexibility

Varied schedules Task variety Homeward Bound Stay a little longer


Agent Competency #9Problem Solving

Problem solvers Escalating an issue Resolving issue Solution driven? Customer negotiation


Agent Competency #10Personal Growth

Personal development Initiative? Do they take classes / volunteer?


Agent Competency #11Innovation

Process improvements Innovative ideas Acknowledge and reward innovation


Agent Competency #12Stress Management

Stress managementEnvironmentOther factors



Let’s Get To Work Practical Tools and Programs Summary

© copyright 2002 trostle & associates, ltd. all rights reserved. top gun web agents: find...

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