Create a competency map for your associates. What are the critical skills,abilities,or knowledge they must demonstrate in order to be most successful?

As a Quality Analyst monitoring the calls taken by reps at the technical helpdesk , I have to see to it that the agents possess the technical skills to resolve the customers issue and possess soft skills to come to the technical level of understanding of the customers. All customers especially elderly people are not that tech savvy when dealing with windows8.1.So the reps should have the knowledge and the humility to explain that knowledge to a lay man who is not that tech savvy. A good engineer is a person who not only resolves the issue but also able to explain the steps done to the customer so that the next time the problem occers the customer is able to resolve the issue himself/herself.