CHICAGO, May 19, 2016 /PRNewswire/ -- FurstPerson, a leading international provider of predictive talent assessment solutions, has published groundbreaking new research measuring the skills benchmarks of live chat agent job applicants in the five major global contact center markets.
With its explosive growth in recent years, live chat has become the second most important customer service channel among both large enterprises and small businesses. Until now, no empirical research has examined the relative strength of live chat job applicants across the major call center markets (United States, Canada, India, Philippines and Colombia). The present study of 20,540 job applicants provides insight on the relative strength and value of key talent pools for contact center chat programs.
"Given the growth of chat as a channel for customer interactions, we were interested in understanding which major contact center labor pools are best positioned to locate chat programs. While the US and Canada lead in overall performance, the Philippines is a compelling option given their relatively strong performance but lower wage costs," said Jeff Furst, President and CEO of FurstPerson.
FurstPerson's research brief highlights the top five competencies necessary for success in live chat programs, as well as the global markets and regions that yield the highest number of candidates who possess these core skills. FurstPerson based the measurement using its proprietary chat simulation and assessments that are used by major contact center organizations to qualify job candidates for contact center jobs, like chat agents.
About FurstPerson:
FurstPerson, the market leader in data-driven predictive talent assessment solutions, is transforming how companies measure, hire, and develop frontline talent. FurstPerson designs custom hiring solutions that measure each person holistically with a suite of award-winning assessments, realistic job simulations, and behavioral interview guides. FurstPerson provides online analytics dashboards that allow businesses to access the ongoing performance results in KPI improvement, customer satisfaction, support resolution, and sales growth.
