Live chat operator

Live chat operators respond to answers and requests posed by customers of all nature through online platforms in websites and online assistance services in real time. They are available to provide service through chat platforms and have the ability to solve inquiries of clients via written communication merely.

The duties of a live chat operator include, but are not limited to:

• Resolve customers queries
• Proactively engage with the audience
• Drive meaningful conversations
• Utilize knowledge of customer pain points
• Up-sell and cross-sell products or services
• Curate a knowledge base
• Coordinate updats and improvements

Live chat operators may work full time or part time. They work in shifts during days, evenings, weekends and vacations, on a set schedule.

Live chat operators work all indoors, either in the company’s office, or sometimes from their homes, depending on the company’s remote work policy.

The following job titles also refer to live chat operator:

real time chat operator
online chat operator
virtual chat agent
live chat agent
online chat agent
virtual chat operator

No formal educational credential is generally required to work as a live chat operator. However, it depends mostly on the industry the company is working with. In most cases, a high school diploma is a minimum requirement.

Because live chat operators spend most of their time on chat and communication software, being tech-savvy is also a must.

ISCO skill level is defined as a function of the complexity and range of tasks and duties to be performed in an occupation. It is measured on a scale from 1 to 4, with 1 the lowest level and 4 the highest, by considering:

• the nature of the work performed in an occupation in relation to the characteristic tasks and duties
• the level of formal education required for competent performance of the tasks and duties involved and
• the amount of informal on-the-job training and/or previous experience in a related occupation required for competent performance of these tasks and duties.

Live chat operator is a Skill level 2 occupation.

These occupations, although different, require a lot of knowledge and skills similar to live chat operator.

call centre agent
customer service representative
sales processor
customer contact centre information clerk
car leasing agent

These occupations require some skills and knowledge of live chat operator. They also require other skills and knowledge, but at a higher ISCO skill level, meaning these occupations are accessible from a position of live chat operator with a significant experience and/or extensive training.

ICT help desk agent
call centre supervisor
department store manager
ICT help desk manager
sales account manager

This knowledge should be acquired through learning to fulfill the role of live chat operator.

• Characteristics of products: The tangible characteristics of a product such as its materials, properties and functions, as well as its different applications, features, use and support requirements.
• Information confidentiality: The mechanisms and regulations which allow for selective access control and guarantee that only authorised parties (people, processes, systems and devices) have access to data, the way to comply with confidential information and the risks of non-compliance.
• Characteristics of services: The characteristics of a service that might include having acquired information about its application, function, features, use and support requirements.

These skills are necessary for the role of live chat operator.

• Guarantee customer satisfaction: Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
• Create solutions to problems: Solve problems which arise in planning, prioritising, organising, directing/facilitating action and evaluating performance. Use systematic processes of collecting, analysing, and synthesising information to evaluate current practice and generate new understandings about practice.
• Perform multiple tasks at the same time: Execute multiple tasks at the same time, being aware of key priorities.
• Persuade clients with alternatives: Describe, detail, and compare possible alternatives that clients could take about products and services to persuade them to take a decision that benefits both the company and the client.
• Discern written communication: Strive to understand and give sense to written communication either live, emails, and texts. Confirm with the recipient whether the assumption made based on the communication are valid and reflect the meaning of the sender.
• Respond to inquiries in written form: Draft concise and to-the-point answers in order to reply, in a written form, to entering inquiries formulated in written formats as well.
• Keep task records: Organise and classify records of prepared reports and correspondence related to the performed work and progress records of tasks.
• Adapt to changing situations: Change approach to situations based on unexpected and sudden changes in people’s needs and mood or in trends; shift strategies, improvise and naturally adapt to those circumstances.
• Work with e-services available to clients: Use, manage and work with public and private online services, such as e-commerce, e-governance, e-banking, e-health services.
• Type at speed: Type texts accurately at a high speed.
• Have computer literacy: Utilise computers, IT equipment and modern day technology in an efficient way.
• Process data: Enter information into a data storage and data retrieval system via processes such as scanning, manual keying or electronic data transfer in order to process large amounts of data.
• Handle tasks independently: Handle inquiries or information independently with little or no supervision. Depend on one’s self to communicate with others and perform daily tasks such as working with data, creating reports, or using software.
• Use internet chat: Chat online using dedicated chat websites, messenger applications or social media websites.

This knowledge is sometimes, but not always, required for the role of live chat operator. However, mastering this knowledge allows you to have more opportunities for career development.

• Sales argumentation: Prioritise incidents and requests reported by customers or clients. Respond professionaly and in a timely fashion.
• E-procurement: The functioning and methods used to manage electronic purchases.
• E-commerce systems: Basic digital architecture and commercial transactions for trading products or services conducted via Internet, e-mail, mobile devices, social media, etc.
• Call-centre technologies: The wide range of telecommunications hardware and software such as automated phone systems and communication devices.
• Communication principles: The set of commonly shared principles in regards with communication such as active listening, establish rapport, adjusting the register, and respecting the intervention of others.

These skills and competences are sometimes, but not always, required for the role of live chat operator. However, mastering these skills and competences allows you to have more opportunities for career development.

• Handle helpdesk problems: Investigate what causes problems, test and improve solutions in order to reduce number of calls to the helpdesk.
• Exercise patience: Have patience by dealing with unexpected delays or other waiting periods without becoming annoyed or anxious.
• Perform data analysis: Collect data and statistics to test and evaluate in order to generate assertions and pattern predictions, with the aim of discovering useful information in a decision-making process.
• Answer incoming calls: Respond to customers’ inquiries and provide customers with appropriate information.
• Use communication devices: Operate communication devices in order to interact with customers, colleagues, and others.
• Use communication techniques: Apply techniques of communication which allow interlocutors to better understand each other and communicate accurately in the transmission of messages.
• Perform escalation procedure: Assess situations in which a solution cannot be provided right away, and ensure that it is brought to the next levels of support.
• Use customer relationship management software: Use specialised software to manage company’s interactions with current and future customers. Organise, automate and synchronise sales, marketing, customer service, and technical support, to increase targeted sales.
• Carry out active selling: Deliver thoughts and ideas in impactful and influencing manner to persuade customers to become interested in new products and promotions. Persuade clients that a product or service will satisfy their needs.
• Utilise cross-selling: Apply sales techniques to sell additional products or services to current customers.
• Provide customer follow-up services: Register, follow-up, solve and respond to customer requests, complaints and after-sales services.
• Prioritise requests: Prioritise incidents and requests reported by customers or clients. Respond professionaly and in a timely fashion.

4222 – Contact centre information clerks

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References

1. ESCO
2. U.S. Bureau of Labor Statistics
3. The role of live chat agents in your business – FreshWorks
4. Featured image: Photo by LumenSoft Technologies on Unsplash