Standard phone support agents have good, fluent English and are a suitable choice when clear instructions can be provided about the tasks to be undertaken, and when the work does not require complex problem solving.

Premium phone support agents have stronger all-round skills than standard-level staff so tend to require less guidance. They have strong English and sound problem solving skills, and tend to have had substantial customer service experience. They can be trained to handle more complex customer inquiries. They have strong transferable skills and are well suited to a wide range of requirements.

Gold phone support agents may be the most suitable choice if you require your phone support agent to work independently to solve challenging problems. Gold staff have excellent written and spoken English. They also have considerable experience so are well-placed to coordinate other staff and projects if required.