Should You Hire Experienced Call Center Agents? The Data Says No! The Finale
Before we wrap up, let’s address the human aspect of this issue. Why do experienced call center agents often underperform, and what can be done to support them better? These individuals have dedicated themselves to a career in customer service, and failing an assessment can be disheartening. One key factor is the reason they are […]
Should You Hire Experienced Call Center Agents? The Data Says No! Part 3
Previously, we discussed the challenges experienced call center agents face with Discourse. Discourse and Interaction are what language experts call ‘performance domains’, while Language and Pronunciation are ‘proficiency domains’. Performance domains, like Discourse and Interaction, focus on how well someone uses language in real-life scenarios. On the other hand, proficiency domains, such as Language and Pronunciation, […]
Should You Hire Experienced Call Center Agents? The Data Says No! Part 2
Why is it that experienced call center agents often perform poorly in English communication tests? It turns out that 65% fail in one critical area: Discourse. Discourse refers to the ability to organize information in a way that the customer can easily understand and feel confident that their issue has been addressed. For many agents, […]
Should You Hire Experienced Call Center Agents? The Data Says No! Part 1
Hiring experienced call center agents seems like a no-brainer, right? They’ve already learned the ropes at another center, so they should be a perfect fit. But what if I told you that might not be the best move? Future Perfect analyzed BUPLAS English pass rates across four large employers and found that shifters—people looking to […]
