Written Proficiency Qualifications/Testing for Customer Service Agents

Summary

Looking for best practices in gauging whether agents are qualified for chat/email support.

Content

Does anyone implement written proficiency testing and/or guidelines/qualifications for your agents to handle chat and/or email incidents? As we all know, written communication can be tricky, as tone and meaning can be misinterpreted, and spelling and grammar can impact customers’ experiences and trust in your brand. We are curious how other companies gauge whether an agent/specialist is ready for chat and/or email support, what your expectations are, and how you test and monitor responses to customers to ensure your representatives use correct grammar, a polite tone, can read between the lines of your customers' responses, etc.