Generalist vs. specialist: Which call center area does each of them excel?

Julie Pearl Published on June 4, 2014

Before outsourcing call center solutions to the Philippines, one of the things you must determine is the type of agents you need to hire. Open Access BPO will help you decide if your call center team should be composed of generalists or specialists.

Call center agents are classified into two main categories: the generalists and the specialists. We’ve previously made a quick overview of the two types to determine which of them best fits a multilingual tech support team. Now, we’ll explore other areas of call center work that a generalist or a specialist can do best.

Where generalists excel

call center leader customer service team

Generalists are call center agents who can do many kinds of tasks and assist more types of customers because they could fill the duties of a tech support agent, customer service representative, and even telemarketer.

For having broad call center knowledge, generalists are efficient in scheduling. They can handle nearly all kinds of calls, so the management benefits from their capability to lower call transfers and improve first call resolution (FCR) rates.

Since they’re able to solve a wide range of problems, they no longer have to escalate a call that is supposedly handled by a specific team. For example, they can elaborate how the user can fix a product while making a sales pitch on another item that could complement the product that the user already has. That’s tech support and sales work rolled into one.

Where specialists excel

customer service leader call center team

Specialists concentrate on one specific area, be it customer service, tech support, or sales. Since their abilities are solely focused on their specialization, they know the whole scope of their expertise more than any generalist. In fact, they’re the ones who handle complex cases that generalists escalate to them.

While generalists improve FCR, specialists can guarantee full issue resolution because of their deep knowledge of the area they handle. Call center management also benefits from them because they require less training and coaching.

The duty of specialists revolves around a smaller number of topics, so training costs and time spent on them are also minimal.

Who should you hire?

business executives in job interview with applicant

The answer depends entirely on your business’ needs and environment. Call centers with a wide array of services usually hire generalists, while those catering to customers with specific demands prefer specialists. Others embrace the two-tier setup wherein both generalists and specialists make up the workforce, but their tasks are divided according to gravity. Generalists are placed at the forefront to attend to callers with minor concerns, and specialists are on standby to receive heavier problems that generalists need help on.

Which among the three options could work for you? Properly assess the conditions and demands your customer to be able to choose the right staff and set up for your call center.

OABPO-Julie Author
As one of Open Access BPO's content writers, Julie Pearl shares her BPO knowledge through her blog posts, research papers, and other resources. She writes about outsourcing news and call center management tips and insights.
Join us on facebook
Open Access BPO 2 days ago
Stress is common among #CallCenter agents.
But night shift agents experience twice the amount of stress because their work schedule disrupts their normal sleeping pattern.

Here's what you can do to help your night shift agents: https://buff.ly/3P1qkt3

----------
We foster a culture of employee care, with opportunities to grow and thrive: https://buff.ly/3P0nT9Q

#WeSpeakYourLanguage
#CallCenterManagement #EmployeeManagement
Open Access BPO 2 days ago
Brands occasionally opt for #crowdsourcing to manage their #ContentModeration needs, covering everything from #SocialMedia content to customer reviews.

Sadly, trusting user-generated filters can be risky, affecting your:
Brand reputation
Customer experience

Learn about the risks and real-world examples of brands that faced challenges due to inadequate moderation: https://buff.ly/3SYvNSA

----------
Outsource your brand's content moderation needs to a trusted #BPO empowered by multilingual expert: https://buff.ly/3SYvPKc

#WeSpeakYourLanguage
#ReputationManagement #CX
#CustomerExperience #BrandProtection
Open Access BPO 3 days ago
𝗕𝗿𝗮𝗻𝗱𝘀 𝗻𝗲𝗲𝗱 𝘁𝗼 𝗰𝗼𝗻𝘀𝗼𝗹𝗶𝗱𝗮𝘁𝗲 𝘁𝗵𝗲 𝗯𝗲𝘀𝘁 𝗽𝗲𝗼𝗽𝗹𝗲, 𝗽𝗿𝗼𝗰𝗲𝘀𝘀𝗲𝘀, & 𝘁𝗲𝗰𝗵 𝘁𝗼 𝗯𝗿𝗶𝗻𝗴 𝘁𝗵𝗲 𝗵𝗶𝗴𝗵𝗲𝘀𝘁-𝗾𝘂𝗮𝗹𝗶𝘁𝘆 𝘀𝗲𝗿𝘃𝗶𝗰𝗲𝘀 𝘁𝗼 𝘁𝗵𝗲𝗶𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀.

Their goal is twofold:
• to please customers and retain them; and
• to differentiate themselves from competitors.

However, even with the right strategies, one customer service blunders can quickly turn a customer's experience sour.

Here are the #CX mistakes that can ruin your efforts: https://buff.ly/3T9AN8c

----------
Let's give your consumers the #CustomerExperience they'll be talking about for years: https://buff.ly/42TUVhR

#WeSpeakYourLanguage
#CustomerService #CallCenters
#MultichannelCallCenter
Open Access BPO 3 days ago
To deliver great #CustomerExperience, you need a team of passionate employees.
But if your #CallCenter agents are suffering from 𝗽𝗼𝗼𝗿 𝘁𝗲𝗮𝗺 𝗱𝘆𝗻𝗮𝗺𝗶𝗰𝘀 and 𝗹𝗮𝗰𝗸 𝗼𝗳 𝘁𝗲𝗮𝗺𝘄𝗼𝗿𝗸, it's time for you to step in.

To heighten #EmployeeEngagement in the #ContactCenter, consider these coaching strategies: https://buff.ly/48pvHJr

----------
For quality #outsourcing frontlined by diligent, skilled experts: https://buff.ly/48uy4dJ

#WeSpeakYourLanguage
#Customerervice #EmployeeManagement
#CX #CallCenterTraining #OutsourcingCX
#CustomerService #CallCenters #CSat
#CustomerCentric #HappyCustomer #productivity
Open Access BPO 4 days ago
𝗪𝗲'𝗿𝗲 𝗽𝗮𝘀𝘀𝗶𝗼𝗻𝗮𝘁𝗲 𝗮𝗯𝗼𝘂𝘁 𝘀𝗼𝗹𝘃𝗶𝗻𝗴 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗽𝗿𝗼𝗯𝗹𝗲𝗺𝘀 𝗮𝗻𝗱 𝗮𝗱𝗱𝗶𝗻𝗴 𝘃𝗮𝗹𝘂𝗲 𝘁𝗼 𝗽𝗲𝗼𝗽𝗹𝗲'𝘀 𝗹𝗶𝘃𝗲𝘀.

Open Access BPO improves customer, user, and digital experiences, to help you create meaningful connections with your global market.

We provide a broad range of outsourcing solutions including customer experience, content management, back office solutions, and knowledge process support. Our multicultural experts deliver these 24/7 services in over 30 languages from our six sites across Asia and the United States.

Contact us today:
www.OpenAccessBPO.com
+1.888.888.1519

- - - - - - - - - - - - - - - - - - - -
#WeSpeakYourLanguage
Open Access BPO 4 days ago
Call center agents have certain qualities that may be overlooked by team leaders.
Many of those are just as important in empowering them to ensure #CustomerSuccess as effective #CX reps.

𝗛𝗲𝗿𝗲 𝗮𝗿𝗲 𝘀𝗼𝗺𝗲 𝗰𝗿𝗶𝘁𝗶𝗰𝗮𝗹 𝗯𝘂𝘁 𝘂𝗻𝗱𝗲𝗿𝘃𝗮𝗹𝘂𝗲𝗱 𝘀𝗸𝗶𝗹𝗹𝘀 𝘁𝗵𝗮𝘁 #𝗪𝗼𝘄𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗮𝗻𝗱 𝗹𝗲𝗮𝗱 𝘁𝗼 #𝗕𝗿𝗮𝗻𝗱𝗟𝗼𝘆𝗮𝗹𝘁𝘆: https://buff.ly/3Tcdtqf

----------
Our recruitment, training, and quality assurance best practices have helped transform our partners' #BrandExperience.

Contact us right now for heightened #CustomerExperience that sets your brand apart:
https://buff.ly/3uWmydr

#WeSpeakYourLanguage
#CustomerExperience #CSat
#OutsourcingCX #CustomerService #CallCenters
#CustomerCentric #HappyCustomer
Open Access BPO