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The Pros and Cons of Hiring College Students as Call Center Agents - Verint Monet - ContactCenterWorld.com Blog

The Pros and Cons of Hiring College Students as Call Center Agents

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.

Pro: Availability

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.

Con: How long will they stay?

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.

Pro: Part-time preferred

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. 

Con: Lack of professional experience

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. 

Pro: They get technology

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. 

Con: Unwelcome networking

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

A workforce optimization solution like Monet WFO can make it easier for all of your new agents to deliver outstanding service. Find out more

Watch a demo of Monet Workforce Optimization in action

 

Source: http://www.monetsoftware.com/blog/Workforce-Optimization/post/the-pros-and-cons-of-hiring-college-students-as-call-center-agents

Publish Date: March 28, 2018 5:00 AM


2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

5.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

6.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

7.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

8.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023
 



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