3 soft skills mandates for customer service agents

Most of the outsourcing companies are believing this myth that if the call center metrics and numbers are giving a favourable figure then the employees are heading in the right direction. Little do they realise that metrics and statistics aren’t capable of measuring the personality and other soft skills of employees. Surely FCR and other similar metrics are important, however, there exist other things which are equally important, if not more. Agent’s ability to relate with callers, their capability to bring value to the interaction with callers, etc. are also…

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