Chapter . Job Aid

Checklist for Call Center Agent Development

Use this checklist to ensure that you have a well-rounded agent development plan. If you answer “no” to any of the following questions, you need to create a plan to address those areas.

Agent Development Requirements

Yes

No

  1. Have you defined the tasks your agents need to perform?

  

  1. Have you documented how these tasks are carried out?

  

  1. Have you established measurement criteria?

  

  1. Is your measurement criteria linked to your organization's business measures?

  

Hiring New Agents

  

  1. Have you identified your star performers and determined what makes them successful?

  

  1. Is your hiring criteria based on the attitudes and characteristics of star performers?

  

  1. Does your hiring process capture the information ...

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