Improve agents productivity with soft skills.

The pandemic has brought lots of challenges especially in the contact center industry. Agents have been round the clock to support an increase in calls as well as increase in the sensitivity and complexity of the calls.

To keep them motivated and efficient employers need to provide constant training to their agents to improve their soft and technical skills, particularly communication skill. Strong communication skills will help with adequately addressing customer needs, maintaining high customer satisfaction, and receiving a high volume of calls with minimal customer drop-off. The better the agent understands the nature of the customer inquiry, the more easily the agent will address the problem.

Soft skills have been particularly important during the pandemic, as customers have been contacting contact centers with greater frequency and with issues that require more attention.

Every agent should be skilled with his communication skills. They should be proficient in the use of communication and questioning techniques. They should be able to quickly understand the problem and active resolution. Poor communication will result in long queue; long wait time and more call traffic.

Other soft skills which can contribute to the improvement of calls, supported by good communication skills, are empathy and self-awareness. These attributes have been increasingly important in the post-Covid landscape.

In addition to improving the customer experience, strong English language skills or other native language skill of your area can increase performance of agents. The better the ability to cope with uncertainty and deploy strategic and adaptable questioning strategies, combined with empathetic tones and language, the more calls a center can address. In short, having strong interpersonal skills will drastically support contact center effectiveness. In the post-Covid world, it's more vital than ever to have high call volumes combined with customer satisfaction.

The key metrics that will be impacted as a result of the heightened stress on contact centers,

* Average Handle Time (AHT)

* First Call Resolution (FCT)

* Hold Times

* Customer Experience (UX)

* Abandonment Rate (AR)

Effectively testing new hires can drastically help with mitigating the above problems in contact centers, as well as help managers with running high-performing contact centers.

Assessing English language proficiency is so important to help...