What Qualities/Skills do you look for when hiring new agents

We are going to be looking to expand our LiveChat team very soon and I"m wondering what qualities or skills you look for when hiring new agents?

Are there specific skills or experience you list in a hiring ad?

Are there any questions or tests you conduct during the interview process to help determine if someone would be a good fit? Other than a typing test, how do you narrow down the potential candidates?

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My point of view- Agent Qualities and Skills toLook For When Hiring :-

  • Strong communication skills
  • Good learning abilities.
  • Emotional stability.
  • Meticulous organization skills.
  • Reliability and good time-keeping.
  • Self-motivation.

Regards Jen

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Hey @melissa.hannam :slightly_smiling_face:. In general, during our recruitment process for the Support Hero position (https://www.livechat.com/careers/jobs/support-hero/), we are focused on candidates who have an excellent command of English (both spoken and written), basic knowledge about code implementation and strong analytical as well as communication skills. As you mentioned, to choose the right candidate, we also use the Typing Speed Test as a task - but we created our system to avoid differences between results.

Another useful idea that not only encourages potential employees but also makes them aware of how customer service positions look like, is to create a quiz, public and accessible to all interested. Our quiz (https://www.livechat.com/quizzes/customer-service-quiz/) contains questions about customer service essentials, possible topics to talk with our clients and problematic cases to solve.
If you have any questions, feel free to ask :slightly_smiling_face:.

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