For many companies that operate their customer service call center internally, staffing is an ongoing concern. This is currently an even larger concern in an environment where the national unemployment rate is only 3.8%. This can be both daunting and frustrating - but not impossible!
With that in mind, here are a few tips best practices for call center hiring and how to overcome some typical call center hiring issues:
It is time to think beyond supplying the duties of the position. What type of traits and skills do you want this person to have? For CSRs, the answer typically includes buzzwords like patient, friendly, optimistic, problem solver, calm, outgoing. Go ahead, make a list and use that to define candidate selection criteria.
Identifying and choosing candidates for their aptitude and not just their abilities allows you to hire well-rounded employees that have a higher rate of success. Employees can be trained on software programs, how to answer customer questions about products or the company, but adjusting personality to fit a role is rarely successful.
Do not overlook cultural fit. A candidate who looks great on paper but who is not a fit for the company culture will not stick around and cost you in the long run.
It does not make much sense to create an ideal hiring profile and post it on monstor.com if that is not where your ideal candidate searches for jobs. Want to attract millennials? Look at using Instagram and Twitter to promote job openings. Social media platforms are excellent forums for promoting the company as a great place to work. Here are some more tips for posting your job listing.
In your social media posts, job announcements, and ads use the language and tone that matches the candidates you want most.
Source and post positions on job sites that attract the level of candidate you are looking to hire. Snagajob.com and ziprecruiter.com attract non-exempt (hourly) applicants looking for a new opportunity
Be clear about who you want and also what the job entails. Many CSRs quit soon after being hired because the job is not what they expected.
We get what we ask for, so portray the position as professional customer service, not a menial entry-level or dead-end job. Talk up company training and promote-from-within policies.
Make applying easy. Adopting the latest technology is crucial, especially for millennials.
Happy employees make some of the best advocates, which means top performers can be some of your best recruiters. Ask your best people for referrals. While you are at it, why not include referral bonuses as an incentive to your employees? A referral bonus will pay for itself in the long run and help spread the word that the company is hiring.
The more techniques you use to evaluate candidates, the more likely you are to gain a more complete, accurate picture of them as a potential CSR. Assessment testing can confirm an applicant has the right skills and also help identify which applicants are a strong fit for the role.
Along with formal testing, have top candidates role-play some calls using a real script. Also, be sure to check out their writing skills if they will be interacting with customers via chat, email, or texting. Will customers have a good experience interacting with this person?
Including current CSRs in the interview process helps the internal team feel involved and invested in choosing the right candidate. It also helps weed out applicants who may be on their best behavior with the interviewer but then let their guard down to reveal true traits when talking with perceived “non-bosses.” The team is also in a great position to get a feel for cultural fit. After all, they will have to work with this person.
The most effective (and least expensive) way to boost call center hiring results is to retain the great people you already have. There is a double bonus in creating a retention-friendly environment because the things that inspire people to stay are usually the same things that attract and close the deal with desirable new hires. For example:
Be flexible with scheduling and other rules where you can.
Train CSRs to communicate well and solve problems, then trust them to do that.
Stay abreast of compensation and benefits trends, and offer the best possible options including performance incentives.
READ: What Successful Call Center Management Looks Like
We mentioned earlier the possibility of hiring a recruiter. Outsourcing the recruiting function may help, however, you may also want to consider if this the time to work with a customer service outsourcing company, or at least a good time to discuss your situation with an outsourcer. They may have the type of people you are looking for because recruiting, training, and managing qualified talent is what they do for a living.
And if the tight labor market is going to be around for a while, outsourcing your customer service function may be a longer-term solution.
Publish Date: October 31, 2019 5:00 AM
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Call Center Studio
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Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.
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CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
Eckoh Experience Portal
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eGain omnichannel customer engagement solutions power digital transformation for leading brands.
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The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.
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Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.
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Noble Contact Center
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70,000 health-related searches are made on Google every minute. The digital front door as a channel is more important than ever for helping consumers access care. OrbitaENGAGE, leverages powerful conversational tools such as chatbots, voice search, and voice SEO, which guide consumers as they search for and navigate care. Capabilities focus on call deflection and include: Find a doctor or location , Appointment scheduling , Healthcare FAQs, Virtual triage
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