What is a Multi-Skilled Agent?
A multi-skilled agent is a call center representative trained to handle various tasks across different channels, departments, or service types. These agents can manage both technical and non-technical calls, as well as interact via phone, chat, email, or social media.
Why Multi-Skilled Agents Are Valuable
– Increase operational flexibility and reduce idle time
– Allow better coverage during staffing shortages
– Improve first contact resolution by enabling agents to resolve more issues without transfers
– Create more engaging roles that reduce turnover
Types of Multi-Skilling Strategies
Channel-Based
Agents are trained to support multiple communication channels (voice, email, chat).
Task-Based
Agents handle both support and sales inquiries, or multiple support tiers.
Cross-Departmental
Agents float between departments based on demand or expertise.
Best Practices for Managing Multi-Skilled Agents
– Provide structured cross-training and certifications
– Use skills-based routing to ensure task alignment
– Track performance by skill group
– Rotate roles to avoid burnout
Related Topics for Further Reading
– Blended Agent
– Omnichannel Support
– Schedule Adherence
– Workforce Management
– Call Routing
