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Call Center Staffing: Best Practices for an Outstanding Team - The Connection - ContactCenterWorld.com Blog

Call Center Staffing: Best Practices for an Outstanding Team

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:

Attract the Right Candidates by Identifying Your Ideal Hiring Profile

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.


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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.

Source Candidates Using the Job Sites Your Ideal Profile Persona Uses

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.

Tap Your Top Performers!

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.

Use Assessment Testing to Narrow the Field

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?

Make the Team Part of the Interview Process

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.

Be the Candidate’s Ideal Employer

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.

How can you overcome your hiring issues?

  • Hire a recruiting firm that specializes in call center staffing. Recruiters may know the marketplace better. They can provide input on where to look for and uncover and secure top talent for their clients. They can provide advice on the current wages necessary to drive applicants to your organization.
  • Make the most of social media. Post alerts about new openings and encourage social followers to share. More importantly, post about your company and your culture. It is a very competitive marketplace, so why should someone choose to work for you over another call center?
  • Enlist your current employees. Referrals are a key source of new recruits. Current employees can speak first-hand about what their job entails and the working environment. Motivate and reward your employees with incentives if they make referrals.

READ: What Successful Call Center Management Looks Like

  • Renew your focus on retention. Retaining a current, qualified employee is far less costly than recruiting a new one, and employees who love their job are most likely to promote your call center in a positive light to prospects.
  • Increase wages. Make sure you are offering a competitive wage, or it may not happen.
  • Broaden your benefits package with non-traditional offerings your employees are asking for.
  • Never stop building relationships with candidates because fluctuating needs are a hallmark of most call centers. You will always need a backup list of qualified people to call.
  • Give yourself more time.  It is unlikely that you will find people who are unemployed and qualified to do the quality work that is important to you.  It takes time to compete and attract new recruits, it takes time to interview and select, and it takes time for qualified applicants to give proper notice to their future ex-employer.  The whole process is going to take longer, and recognizing that upfront and allotting for that extra time could make all the difference.

Outsourcing May Be the Answer

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.

Source: https://blog.theconnectioncc.com/call-center-staffing-hiring

Publish Date: October 31, 2019 5:00 AM


2021 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

4.) 
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:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
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 t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



View more from The Connection

Recent Blog Posts:
Healthcare Call Center Best Practices: Work with a Qualified Call CenterMarch 12, 2020 5:00 AM
Interpreting a Call Center Metrics Dashboard with The Connection®February 13, 2020 5:00 AM
Benefits of Outsourcing Your Appointment Setting ServicesJanuary 30, 2020 5:00 AM
Customer Service Trends to Look Out for in 2020January 16, 2020 5:00 AM
Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid ThemNovember 21, 2019 5:00 AM
Call Center Staffing: Best Practices for an Outstanding TeamOctober 31, 2019 5:00 AM
It's All in the Numbers: Your Ultimate Guide to Call Center MetricsOctober 17, 2019 5:00 AM
Customer Satisfaction Metrics: What You Should Know About CSAT and NPSMay 30, 2019 5:00 AM
How to Identify the Best Customer Service Assessment Test for Your Call CenterMarch 28, 2019 5:00 AM
Call Center Training Tips for Managing New HiresMarch 7, 2019 5:00 AM

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