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Contact Centers may Soon Hire Agents based on Computer Skills

by: Karen Cayamanda

Friday, October 23, 2009 | Outsourcing News |

With the increasing number of customers who prefer to use the internet instead of the phone in different transactions, computer literacy of applicants will be a more significant requirement than voice talent when it comes to hiring call center agents. This is what a BPO executive said in the International Outsourcing Summit held last Wednesday.

"There is more use of the Web and customers, especially younger customers, are using the phone less and are increasingly going on the Web. This means that agents may soon be hired based on their technical skill and computer literacy than voice skill," said Larry Jones, CEO of StarTek, Inc.

Be computer-savvy to land a contact center job

He added that while the employees will still undergo the same training, being computer-savvy will increase your chance of landing a contact center job.


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