We asked our Twitter followers “Do you think all agents should be trained to handle all channels?” Here is what they said.
Aaron Stuart Gourlay @asgourlay
Whilst this may be a desire, not all agents will be equally good across the different channels.
Richard Kenny @contactcentred
Yes, all employees should be trained on all channels for variety, flexibility and setting omni-channel culture.
Karen Wenborn @BearskinNy
In theory, and for the future – yes. In practice – not always.
Synthetix @Synthetix_Ltd
Interesting question. Discussed this in a workshop last week. Attendees felt it didn’t work well in practice.
Ann-Marie Stagg @CCMATALK
It should be an option but won’t fit every advisor’s skill set.
NewVoiceMedia @NewVoiceMedia
Studies have also proven that this improves morale and keeps employees challenged, engaged and interested.
Carolyn Blunt @CarolynBlunt
Not as a sudden compulsory change for all existing staff but certainly can select and train multichannel advisers.
Intelecom @intelecom
Experienced agents should handle new channels – knowledge is power.
Richard Kenny @contactcentred
New channels are mostly shorter, simpler interactions. Shouldn’t best staff be on phone as this is escalation?
Intelecom @intelecom
Technology can be taught – experience takes much longer.
Richard Kenny @contactcentred
It’s not about the technology, it’s about empathy. Phone is becoming the channel people turn to when nothing else works.
Richard Kenny @contactcentred
Number of voice interactions decreasing, importance of each of those is increasing – needs best staff on it.
Enghouse Interactive @EnghouseInterac
Agents’ skillsets are different, educate them all but make sure you have channel experts who are the first line for contact.
Sian Ciabattoni @NobleSystemsUK
Not all agents have the skills required for multi-channel communications, let them focus on what they’re good at.
Enghouse Interactive @EnghouseInterac
Training agents to work across all channels is a great start if you’re looking to be more proactive with your customers.
Intelecom @intelecom
If your best agents are on other ‘newer channels’ it may reduce escalation. Plus routing should be based on skills – some agents may write well whereas others are better suited to phone.
Richard Kenny @contactcentred
I agree, but some channels are very limited, and humans ‘just want to speak to someone’ when in need.
AgentBalance @AgentBalance
No. Not everybody is able to handle live calls.
Do you think all agents should be trained to handle all channels?
Put your thoughts in an email to Call Centre Helper, or tweet us @callcentrehelp.
Depends on the volume of queries you get through each channel and the complexity of each. In a small to medium size department yes, as you grow you then need to consider separating the channels out to smaller teams/units/departments.