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How do you do your call center recruitment?
We have never actively recruited to fill positions within our call centre, however, our department is rapidly expanding and we're thinking we should recruit some new agents. Aside from posting ads on job boards, how else do you recruit for your call centre? Are there any industry specific sites that you leverage?
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3 Answers
Employers have more media options to publicize their Call Center jobs with than ever before: Online Job Boards/Craigslist/Social Media/Video Recruiting, etc. These new media tend to generate a near instant ‘tsunami’ of resumes & Job Candidates - and the majority of Candidate responses occur within the 1st 48 Hours after a Job is posted.
Employers need a fast & highly-predictive process in order to weed out the Job Candidates who will burn out fast because they aren't qualified – or suited for the work - and to identify the people with the Skills, Personality/Job-Fit, Motivation, and Work Ethic to be Top Call Center Agents.
While most everyone can use a telephone - not everyone is cut out to work in a Call Center environment. While someone may have “The Right Stuff” to deliver great Customer Service & Support – it doesn’t necessarily follow that the same individual is also a good fit for the more demanding & sales-oriented requirements of Up-Sell/Cross-Sell/Customer Win-Back – let alone Inside Sales or TeleSales.
Top Performing Call Centers drive their Revenue & Performance through Superior Hiring Tactics. Hiring the wrong Customer Service Representative (CSR) to begin with is the Root Cause of most Call Center Performance Issues. It’s also a significant drain on your Budget & Bottom Line, on Customer Satisfaction Ratings, and on Up-Sell/Cross-Sell & Customer Retention Results. Every failed hire represents wasted dollars down the drain. Not to mention the Lowered Productivity, Poor Morale & Higher Absences associated with a Poor Job Fit.
Typically there are 3 grades of CSRs found in a Call Center: (Above Average), (Average), and (Below Average).
(Above Average) CSRs seem to have “The Right Stuff” that pushes them to succeed & a natural compatibility with the duties of the position. They work hard - exceed expectations - do more than asked - achieve high-quality consistent results - can always be counted upon - need little direction & work extremely well with everyone.
(Average) CSRs perform their duties adequately enough “to get by” - but no better. They are the partially competent. Generally they’re strong from a Skills standpoint but missing a key ingredient or two from a Job Fit standpoint.
(Below Average) CSRs are the people who just don’t fit somehow. Sometimes they’re good people in the wrong jobs. They need extra coaching & supervision just to achieve average results. Often they cause unnecessary conflict. (Below Average) CSRs have the Highest Levels of Absenteeism, Lowest Levels of Productivity & Sales, Poorest Performance & Customer Satisfaction Ratings, and generally have a Negative Impact on Team Morale. They represent the real problems in a Call Center workforce. While (Average) & (Below Average) CSRs may seem fully qualified at the Interview Stage – they’re a Poor Job Fit – the cost of hiring them is enormous – with little value add to an organization.
SPAS Call Center Agent Pre-Employment Screening Software is easy-to-deploy, very cost-effective & highly-predictive of an individual's suitability for a particular Call Center job. SPAS Screening Software is a Proven Technology that meets and exceeds all Government Employment Standards Requirements as a Hiring Tool in the USA/Canada/UK/Australia/New Zealand/South Africa and everywhere else in the world where the ‘Language of Work’ is English.
With SPAS Screening Software as part of your Hiring Process you will be able to select new Call Center Agents who will fit your specific employment needs better and stay on the job longer - leading to a CSR Workgroup that has more experience & is more productive.
SPAS Software is sold on an Unlimited Usage License basis - there are No "per Test" Fees - "Annual Renewal" Fees or any other User Fees. Technical Support for the SPAS Software is free & unlimited as well.
You can find out about a Free Trial of SPAS Call Center Agent Pre-Employment Screening Software at: http://www.telesoftsystems.ca/64201.html
Kristen, recruiting for a call center can be challenging as the biggest thing you'll be dealing with is turnover. Before I can give you an exact answer on the best strategy to recruit for YOUR call center, I would need to know exactly what your call center will be doing. support? appointment setting? telemarketing? sales? Depending on what your call center does will determine what is the ideal profile of the person you are looking for and the compensation structure you should go with. Once you know that, you can put together a recruiting strategy to find individuals that meet your profile. I ran a call center of 15-20 reps that were doing straight sales to our already existing customer base and cold calling new prospects in two cities. Once I figured out exactly what profile worked best in that environment, I was able to efficiently and cost effectively recruit those individuals. Give me more detail and I will be able to provide more insight. Good luck
Do a need analysis. Develop a recruitment plan. Write down detailed job description and skills set needed for the job, Use internal resources first, employee reference incentives, advertise locally; and ensure consistent interview process followed by proper training, coaching and monitoring.
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