How to Select your IT guys?

One of the frequent reasons for failure of technology for SME Call Centers are unskilled or semi-skilled IT people.

Your IT team plays a very imp role in operations of a call center and care must be taken if they will do the job. Lets try to break-up the skills into technical and soft skills. (Both are equally imp)

Technical Skills:

- Excellent understanding of networking, LAN, Network cards, configuration of TCP / IP (In windows and linux), Using troubleshooting techniques like trace route, ping

- Good understanding of Databases (ability to write SQL queries)

- Very good knowledge of MS Excel

- Basic knowledge of UNIX (Most solutions are on Unix)

- understanding of Call Center Scenario

Soft skills

- Excellent communication skills because poor fellow would be co-ordinating with your vendors and operations people.

- Stress/Pressure handling skills

Happy Debugging!