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In many contact centers there are job descriptions for agents/reps. Yet when it comes to recruiting some centers do not test all the skills relevant for the job. When you have individuals who are the only interface between the customer and your company, it is vitally important that you ensure they meet the necessary standards acceptable. A good way to do this is to define what acceptable means, document this and determine how you can measure agents against this. Then adapt your recruitment process to test those skills. This way you set minimum standards of performance at the recruitment stage and get the right agents at the outset. Be tough on recruitment or you could recruit the wrong agents and lose customers through bad service.
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