What's even worse - for each individual company the set of hard skills is unique. It will vary from project to project, meaning that there are no ready agents on the market at all. When you form up your customer support department, you'll have to teach each new representative from scratch. And it's a very time-consuming task. The onboarding for agents can take 3 to 6 months, and during all that time you will monitor agent's performance, provide advice and share expertise.