There is currently an unemployment epidemic that is plaguing this country, and has been for far too long. As of April 2012, the unemployment rate was sitting around 8.1%. If you think that’s high, be aware that that’s actually a decrease from last year, when that rate was floating around 9-9.5% all year long. That number gets higher still when the sample is strictly limited to people in the 20-29 age range, way higher. For years, men and women of this age group have flocked to call centers in economic downtimes, but these days they are not alone. Call centers are seeing an unprecedented number of applicants since 2008. As a result, call center managers have been making a large amount of bad hires, which is understandable, thanks to the ever-growing numbers game. But an exorbitant amount of bad hires can really reflect poorly on a call center, and in an era when companies are looking to slash the budgets of their call centers, this can be fatal. The good news is that there are some ways to avoid making bad hire, thereby reducing the rate of turnover and keeping the center afloat.
One of the first indicators of an applicant’s chances of being a successful employee is that applicant’s previous work experience. This may seem obvious, as this applies to just about any field of employment, but it does need to emphasized. An applicant’s experience should mirror that of the job’s requirements to a certain extent. Previous call center experience is always good to be sure, but you should also look for industry experience. For example, if your call center focuses on customer service for television repair, someone who has no prior call center experience, yet has worked as a retail associate for an electronic store can be qualified, depending on other variables. If the applicant does have prior call center experience, check to see if it he or she was selling products or solving problems. These are two very different skillsets.
It is always best to look for applicants with a bright, outgoing personality as well. In the call center industry, employees will have to regularly deal with angry and upset people on the other end of the telephone, so it’s important to find applicants who don’t get flustered and that can negotiate the situation without antagonizing the other person any further. Judging a personality can only be done during the interview process. Even if you’re a skilled interviewer, have someone sit in on your interviews to create a group dynamic, as that is what the applicant will be dealing should he or she be hired.
While personality is a factor that should be considered during the hiring process, it should not be the number one factor that many call center managers generally regard it to be. Carefully look for applicants that can multitask. In today’s call center industry, this is becoming a more and more important skill for employees. Particularly for call centers receiving inbound calls, employees are now being asked to assist customers via e-mail and web chat. If an applicant can’t juggle all of this at once, he or she is not right for a call center.
Finally, look for candidates who are eager to learn, not ones who think they know everything already. Applicants who have the characteristics of the former are easier to train and more adept at evolving with changing business practices.
Hiring qualified and skilled workers for your call center does not have to be a difficult process. With the large pool of applicants to choose from, there are bound to be several stars ready to work. These tips should help you find them. For more information about
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