A Day in the Life of a Call Center Agent

If you’re in a call center industry, this is your personal lounge.

Skill vs. Will

Posted by yojir on June 9, 2009

One of the hidden metrics in a call center is the skill and will. However, sometimes, it is referred to as category of an agent. There are actually four of these:

  • High skill with High Will
  • High Skill with Low Will
  • Low Skill with High Will
  • Low Skill with Low Skill

High Skill with High Will

In a technical support environment, you are forced to learn all the jargons most of all if you are not really tech savvy. As a result of this. some can easily follow because it is really their field of expertise and others cant. Because surprisingly, there are a lot of call center agents who became agents eventhough their skill does not match / suit what they are trying to support.

And when an agent who has a high will and still continues to improve his/her capabilities by adapting the new information that aught to him, they are now categorized as the first category: high skill agents with high will

These agents are the most likely to stay around for long in a call center industry 🙂


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