The SuperAgent: tech and sales skills combined with emotional intelligence.

Gone are the days when each queue in a contact center was separated by the main line of business and agents were unidirectionally skilled, meaning tech agents would handle exclusively customers interactions ranging from password resets to intricate and advanced troubleshooting, and billing-skilled agents would handle payment methods, explain bills, and reactivate accounts.?

We have entered, for a while now, the age of the “Universal Agent” or the SuperAgent, who plays a key role in a well-acquired and built Team of Experts, who can manage end to end each customer interaction.

From the perspective of our company, Computer Generated Solutions, in terms of providing Telesales services, we found that the complexity faced by our agents in 2024 is at least three times greater than it was a decade ago.

Therefore, the importance of our agents’ skills is crucial for the performance of the companies we serve. It's not just about what spoken languages they know, or what soft skills we can teach them, it’s about being able to tackle a wide range of skills which were, until recently, considered separately, including from a recruitment perspective.

People focused & Technology driven.

Artificial Intelligence (AI) is becoming a vital tool for agents to provide better service and a quicker resolution as scenarios and client interactions get more complex. Therefore, the AI becomes the co-pilot of each agent in an attempt to reduce the cognitive load that they have to handle, however allowing agents to focus on their core, essential skills.

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With AI-powered customer support platforms, the SuperAgents become more agile in providing solutions and sealing the deal with a sale, once the technical or billing request has been solved.

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At a first glance, it could seem like a great challenge to directly find sales and tech-oriented consultants, as the services market in general can easily absorb them. Telecom companies are competing directly with the Technology and IT sectors, with the Financial and even the Healthcare industry, in identifying and acquiring the right human resource which main ability being the drive for learning.

With the emergence and fast-paced adoption of new technologies, being multi-skilled will be the norm in a highly competitive environment, where a representative needs to balance both technical and sales skills.

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About CGS

For 40 years, CGS has enabled global enterprises, regional companies, and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing services. CGS is wholly focused on creating comprehensive solutions that meet clients’ complex, multi-dimensional needs and support clients’ most fundamental business activities. Headquartered in New York City, CGS has offices across North America, South America, Europe, the Middle East, and Asia. For more information, please visit?our Romania blog at Romania.cgsinc.com, our global site www.cgsinc.com,?and follow us on?LinkedIn.