Toll Free: 1 800 371 6224 | US: +1 650 204 3191 | UK: +44 8082 803 175 | AU: +61 1800 247 724 | Philippine Local No: 63-2-83966000

Toll Free: 1 800 371 6224 | US: +1 650 204 3191 | UK: +44 8082 803 175 | AU: +61 1800 247 724 | Philippine Local No: 63-2-83966000

A blog banner by Magellan Solutions titled Live Chat Outsourcing: One of the Fastest Growing BPO Service
Live Chat Outsourcing: One of the Fastest Growing BPO Service
What We Do As A Customer Support Outsourcing Agency
What We Do As A Customer Support Outsourcing Agency

Home | Blog | Characteristics of Ideal Agents for a Chat Support Company

Characteristics of Ideal Agents for a Chat Support Company

By Magellan Solutions

Updated on June 3, 2024

Looking for an accurate quote for your outsourcing needs?

Schedule a FREE call with our outsourcing expert now and get a precise quotation that meets your requirements. Don't wait - get started today!

What Should You Look for in Agents for a Chat Support Company?

Looking for the best agents in a chat support company can be difficult, especially if there is much to choose from. In the Philippines, more than 800 BPO companies offer this assistance.

Live chat outsourcing becomes a trend as more people rely on their phones to browse products. Therefore, they tend to interact with businesses through text. Meanwhile, phone call conversation becomes less popular because of inconvenience.

So, what are the qualities of the agent that you should look for? Let us take a look at some of it:

Familiarity With Your Product

Of course, if a BPO company represents you, they need to know your services. However, aside from awareness, agents must go through product training. This ensures that all customers’ inquiries will have an accurate answer.

It’s good that contact centers in the Philippines provide thorough training for their agents. Partner with a BPO that can adapt to your company’s vision. It will also help with the image branding.

Competent Communicator

Although the accent is not a factor in chat support, grammar and proper tone are essential. Clients can misunderstand your agent without an appropriate speaking technique. They need to have a “friendly voice” through chat.

It takes effort to master it. However, Filipinos are very friendly, so it is not a big issue for them. Therefore, it is easier for them to compose a text message than to talk over the phone.


A call center agent can only talk to one customer at a time. On the contrary, chat support can interact with multiple customers simultaneously. Thus, these agents must be able to do many tasks simultaneously.

It is perfect for Filipino agents as they can do several duties. Besides that, they can perform it with maximum quality still. Excellent service is still present, even if there is a massive amount of responsibility.

Team Player in a Chat Support Company

Being a team player is essential in every job. This is more evident in the customer service industry. There are some customer-related issues that your agents are not familiar with. Therefore, they will need to ask questions to address the concern adequately. An agent with no teamwork will carelessly respond to the problem.

Philippine BPO companies have the training to improve the cooperation of agents. It is critical for the contact center industry as every team needs to reach a particular quota. With this in mind, they can’t get it if someone is not functioning well.

Critical Thinker

When addressing a customer’s problem, your agents need an immediate solution. Most companies that solved customers’ problems in the first interaction improved their service by 30%. It is because the client appreciates a quick resolution to their issue. Thus, they tend to purchase your product or service again.

There are still many things to consider when looking for chat support agents. But these are some of the most essential attributes.


24 7 Web Chat: Easiest Way For Brand Awareness

Many consumers right now are using their mobile devices to search for products. Therefore, it is easier for companies to advertise online. However, posting alone is not enough. Potential have some questions in mind about your services. 

This is where 24/7 chat service comes into action. Customers can only browse online at their convenience. An around-the-clock online presence ensures that there are available people to answer inquiries. As a result, they will be aware of your branding easily.


Live Chat Answering Service: Fast And Easy Sales Conversion

Brand awareness can result in easy sales. Because people are more familiar with your product, they will consider you in the future. Your company will come into their mind first if they need the product you are offering.

The live chat answering service is a “must-have” for every company. It makes marketing and sales easier. Besides that, people will tag you as a reliable business. Thus, it can provide you with more future customers.


24 7 Chat Platform: What Are These Platforms?

Once you figure out the kind of agents you want for your chat support, it would be best if you also determined what platform you will use. Many software offers the best customer service experience for clients.

Among these choices, here are some of them:

  • Podium Webchat – Best for the majority of users
  • HubSpot Live Chat – Best free live chat software
  • LiveChat – Best for converting website visitors into buyers
  • LiveAgent – Best helpdesk live chat software
  • Olark – Best live chat software for sales and marketing
  • Chaport – Best beginners live chat software
  • Pure Chat – Best live chat tool for small businesses
  • Sendinblue – Best support and marketing suite
  • ChatBot – Best live chatbot tool
  • Freshchat – Best for B2B interaction
  • Trengo – Best for omnichannel customer support
  • ClickDesk – Best for voice and video chat

If you partner with BPO companies, you need not worry about this. They will provide the appropriate software for your service.

If you are new to outsourcing, then Magellan Solutions can help you. We have top-of-the-line technologies to improve your operations further. Besides that, our implementations manager can help you with the service you need.

We also take pride in our world-class agents. They went through training to enhance their skills in sales and customer service. Contact us today and get a free 60-minute consultation. Please fill out the Contact Us form today.

Talk to us!

Contact us today for more information.

    You can also contact our numbers:

    Want to know more?

    Explore our services further by filling out the form below, and we'll reach out to you soon!

      Give us a call!


      1 800 371 6224

      United States: 

      +1 650 204 3191

      United Kingdom:

      +44 8082 803 175


      +61 1800 247 724



      Get a free custom quote & unlock outsourcing potential.


      Characteristics of Ideal Agents for a Chat Support Company

      Magellan Solutions

      Related Articles