Jason White, Contact Management Associate
My Job
Match To Expertise
Match To Expertise(TEXT FROM SOUND BITE)
"In one project there might be 'Tier 1' calls which are the normal routine calls. Maybe someone has a problem that the Tier 1 agent won't solve so they'll give it to a 'Tier 2' agent, which is a different skill.
"They're answering different types of calls, the more difficult calls. And that agent will be a little more advanced."