Testing for Email/Chat Writing Skills

2 Answers

Mar 22, 2010

We want to test contact center candidates for their written skills as we are planning to move chat and Email support from dedicated teams in to the contact center as we implement multimedia queuing. We are a small 40-seat center with limited resources. Does anyone have experience with this, and any recommendations?

– Anne

Answers

Linda Riggs Posted at 11:18AM on Sep 29, 2011

Hi Anne, It's great that you want to test for specific skill sets before adding this channel to an agent's 'portfolio'. Since you are a small center with limited resources, some of the online testing sites and vendors might be a bit out of the price range. I would recommend perhaps a few simple paper tests for spelling and grammar (these can actually be found over the net for free) and then testing utilizing email templates. Let me know if you want some further assistance. Email: lriggs@icmi.com
Joy Sobhani Posted at 9:04AM on Oct 10, 2011

We have a frequent speaker at ICMI events that specializes in this topic. Her name is Leslie O'Flahaven, her company is eWrite (http://ewriteonline.com/). She'll be speaking at Call Center Demo & Conference next week on "How to Measure the Quality of Customer Service E-Mail". In addition to training, whitepapers, etc., they also have some free articles on their site that you may find helpful: http://ewriteonline.com/category/articles/

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