What would you prefer: an agent with minimum set of skills that goes ‘online’ in 2 weeks after hiring or a skilled agent that will cost you 2 months of training to make multi-skilled and knowledgeable in several areas? Logically the first one. Because your operations are structured and it’s important to start billing the client for your services.
Now think about what the customer of your customer would prefer: an agent that only knows the most common requests, but cannot handle complex ones personally or an agent that can deduce adequately and solve the problem on the spot?
The conclusion would be that the more the agents are trained the higher the CSAT is.
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