With summer fast approaching, many college students will re-enter the workforce. Contact centers, especially those that struggle with attrition year round, will suddenly have more applicants. Should they be eager to embrace the college crowd? Here are some of the pros and cons.
You don’t need a college degree to be a call center agent, making the position ideal for students – especially those studying business that would gain experience dealing with customer service issues and challenges.
No call center wants to train a student to become a reliable agent, and then have him or her quit to return to school for the fall semester. Call centers using a workforce optimization solution will be better suited to accommodate flexible schedules, and might be able to keep those students if they can work shifts around their class schedules.
Some call centers have shifts that are best filled with part-time staff. Many college students are only seeking part-time employment, as they have other interests and may be taking a summer school course or two. They’ll also be content with the compensation, as they don’t have to find a job that must support a family.
Contact center agents represent your company to your customers – and they might be responsible for a positive or negative first impression. You may prefer someone with more experience and maturity in that role.
College students have grown up with computers, so they will acclimate more quickly to whatever software you are running that provides client data and other important information.
You might bring in a student who takes the job just to gain access to those who might hire him in an executive position after graduation. There is nothing inherently wrong with this, but all that networking might draw his focus away from the actual job at hand. Call center agents are not interns who are only there for on-the-job training – they perform a vital function that requires their full attention.
Have you hired college students at your contact center? How did it work out? Let us know on our Facebook page
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Publish Date: March 28, 2018 5:00 AM
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.
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