Author: CCa2z

Date: 9th November 2009

Multi-skilled is a phrase used when an agent is sufficiently skilled to handle different types of calls.  This generally applies where there are more than one product or service available.

This could apply where a utility supplier provides gas and electricity, some agents will be skilled in both and others in one or the other.

Also, centres handling technical queries for laptops - Dell, Apple or Sony etc would ideally want more multi-skilled agents.

Multi-skilled agents are able to provide better coverage for the call centre at lower cost.  A problem for any call centre manager is to see calls queuing and agents available with the wrong skill-set.


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