Selection Criateria for Chat and E-Mail Agents
I manage a relatively small center (200 agents, three sites) handling fairly complicated advocacy issues for beneficiaries seeking information on healthcare benefits delivery (we serve a government-funded contract, we do not sell anything). We are planning to roll out additional contact options to our callers (web-chat and e-mail). We seek some recommendations of testing tools that will:
1. Help to select agents from our current staff to handle web-chat and e-mail;
2. Help us to select new candidates, when hiring, who are adept (good balance of writing speed, accuracy, grammar / spelling, word-use and communication).
We DO plan to supplement the program with pre-defined messages and text insertions, but issues we handle may be complex and may require the responding agents to ad lib. Thank you for your help!