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Article : Looking For The Right Stuff

We wanted to know what some of the key personality traits companies looked for in new employees during the recruitment phase, and asked industry experts for the answers. Does it come down to skills or attitude, or just the perfect combination of the ‘Right Stuff’?

- a survey by Joss Jalbert, ContactCenterWorld.com

Haruko Hoya
Promotion Leader
TMJ
Japan

"We run Emotional Intelligence Quotient test as part of employee assessment. Some of the Key essence we look for in our employees are self restraints (self management), adaptability, sympathy, service spirit, and team work. We also look at leadership, assertion, sensibility, motivation, self esteem."
About TMJ

TMJ inc. (formerly known as Telemarketing Japan) is a Business Process Outsourcing organization.
 
Jonathan Judd
Director of Strategic Alliances
8x8 Inc.
United States

"Motivated, a self-starter and someone who will take and show initiative in all they do. Finding someone who will learn quickly and follow processes is important but I also want someone who will bring issues and ideas to me on a near real-time and daily basis. Someone who strives for constant improvement."
About 8x8 Inc.

8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any locati... (read more)
 
Diana Dubois
Director of Marketing
Credit Protection Association
United States

"Primarily, we look for outgoing individuals with a positive attitude who are attentive and organized. With these personality traits, we are able to train an employee to be an effective, courteous collector."
About Credit Protection Association

Founded in 1977, Credit Protection Association was the first company to specialize in low-balance, high-volume collections in the cable and home video markets. Our diverse suite of business solutions... (read more)
 
Ring2 Dashboards & Wallboards Free Trial
Aminudin Zainodin
Assistant General Manager
Hong Leong Bank
Malaysia

"As long as the candidates looks sincere, pleasant voice and has the determination to learn, its good enough. In malaysia, we can't be too choosy."
About Hong Leong Bank

Hong Leong Bank is a bank in Malaysia. Hong Leong Bank was founded by Lam Ji Chiew and began its operations in 1905 in Kuching, Sarawak under the name of Kwong Lee Mortgage & Remittance Company.
 
Nitin Mahajan
Technical Support Manager
Infosys
India

"Positive attitude, learnability, good academics reflects his sincerity and consistency to perform, assertiveness, commitment and dedication, loyalty to his profession, enthusiasm and communication skills."
About Infosys

Infosys BPO is an end-to-end outsourcing services provider. We address your business challenges through our integrated IT and business process outsourcing solutions. We unlock business value by applyi... (read more)
 
Sharon Whitehead
Manager
Barnstone
South Africa

"Being outgoing and confident is something to look for, however a good agent can also be quiet and conscientious. It is not always easy to pinpoint exactly what it is that you're looking for."

 
Nicole Kieffer
Customer Care Training Coordinator-Call Center
VANTAGE Aging
United States

"A. Pleasant personality
B. Personal focus on positions in the Call Center field or in customer service functions
C. Telephone etiquette
D. True desire to help others, with a strong focus on customer service
E. Ability to work in a team environment
F. Ability to handle difficult calls & patience with a diverse population
G. Use of call center equipment
H. Team player"

 
George Xourafas
Principal Consultant
Canada

"Confidence, integrity and the ability to laugh at yourself and not take things too seriously. You need to be in touch with the personal side of people to get honest and genuine acceptance. Traditional interview tactics are so much disguise...I also look for somebody who can turn the interview into a discussion, versus a Q&A period about their credentials. I can read what they've done on paper...the magic is in personality, charisma, and capacity to control, and flow with conversational direction."

 
Christina King
Division Director HR
Emory University
United States

"Key personality traits are integrity, drive and work ethic. In today's ever changing climate, we want things done yesterday. We are an instant gratification society. It is important to hire someone who understands the needs of people, but with compromising quality."

 
Phil Coley
Call Center Director
Osprey Executive
United Kingdom

"Personality is an interesting one, it is more important for an outbound telesales team to have similar traits, but for inbound customer service the traits are less important than the mix within the team. Of course you want people who are committed or have potential, but having a mix of activists, theorists etc is not a problem as long as the staff are not all the same."

 
David Aplin
MI Business Analyst
Comet Group PLC
United Kingdom

"good listener comunicator some one who is target driven and likes to see a job through to end"

 
Kaye MacDonald
Head of Service
BT UK Customer Services
United Kingdom

"Flexibilty, reliability, interested, keeness to learn, warmth in their personality, the feeling that they have a caring attitude and really want to make a difference."
About BT UK Customer Services

BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all... (read more)
 
Barb Bleiler
Solution Deployment Leader
WPS Health Insurance
United States

"Personable, truthful, ability to listen with out jumping"
About WPS Health Insurance

Providing Health Insurance to individuals and groups in the State of Wisconsin
 
David Lee
Director - Patient Access and Care Coordination
Stanford Health Care
United States

"ability to handle stress, outgoing personality, and a calming effect in their demeanor."

 
Ritendra Banerjee
Co Founder
QAI Global Institute
India

"Aspires, inspires, and perspires (obviously with smart, rather than hard work)."
About QAI Global Institute

QAI is a process consulting and training company helping IT and BPO organizations achieve operational excellence. QAI India has been consulting clients on framework-based models.
 
Bea Soriano
Senior WFM Manager
IBEX Global Philippines
Philippines

"Self Motivated/Driven - I look for these personality trait because there is only so much I can do, I will have to admit, but if the employee can and does motivate and drive himself/herself on his/her own then I am sure that with my efforts and his together we will arrive to the results we need to achieve.
Team Player - I honestly believe in two heads are better than one so ensuring that an employee can work well with others would mean that there are more ideas and thoughts coming in and that more factors are being looked at.
Disciplined - To ensure that the plan pushes through."
About IBEX Global Philippines

Delivering customer services for more than 12 years, IBEX Global is a forward thinking company in the BPO industry today, offering an integrated suite of services that supports an expansive array of c... (read more)
 
Stacy Spradling
Director of People Services
STARTEK USA
United States

"We have taken a nod from Southwest Airlines on this one. We like to hire the smile and train the skill. When hiring customer service representatives we look for those applicants who are natural problem solvers, who listen more than they talk, who are friendly, who use words like please and thank you during the interview and who are articulate."
About STARTEK USA

StarTek is the customer care expert in business process outsourcing. Our job is to improve and manage the customer experience for our clients. StarTek’s suite of solutions includes sales, order manage... (read more)
 
Wanda Flowers
Director, Member Care
Society For Human Resource Management
United States

"The key personality traits that I look for in the ideal employee include strong people skills, ability to multi-task, leadership skills, openness, trustworthiness, etc. As a director, my direct hires are generally managers or supervisors. Each of them will has responsibility for people management as well as the overall area of expertise. I feel that any manager of people must be able to demonstrate that they can lead people, have a genuine concern about people and be service oriented along with demonstrating flexibility and the ability to handle conflict."
About Society For Human Resource Management

The Society for Human Resource Management (SHRM) is an association devoted to human resource management. Representing more than 200,000 individual members, the Society’s mission is both to serve human... (read more)
 
Ana Cabrera
Director Programs & Strategic Partnerships-APAC
VoiceHub Pte. Ltd.
Singapore

"outlook in life: positive attitude, responsible, dynamic, team player, creative and quick learner, if not willing to learn."

 
Koos Liebenberg
National call centre manager
Lancet ( Laboratories )
South Africa

"Good Communicator, self driven individuals"
About Lancet ( Laboratories )

Lancet is a pathology laboratory of accredited international standard providing diagnostic pathology services to the private medical sector, as well as industry in South Africa, Swaziland and Botswana... (read more)
 
Oreste Vidoli
Head of Customer Recovery Department - Manager
Unicredit Group
Italy

"interest in the work, relational skills, negotiator, team builder, ambitious butnot against other collegues"
About Unicredit Group

UniCredit Group is an Italian global banking and financial services company with approximately 40 million customers and operations in 20 countries: Austria, Azerbaijan, Bosnia Herzegovina, Bulgaria, C... (read more)
 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"He has to have the good ability to communicate, he also needs to have the drive to succeed at something and lastly he should be able to understand and comprehend instructions given."
About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
 
Anthony Boysaw
Director of Strategic Initiatives
Invacare
United States

"previous experience in a people oriented profession (i.e. banking, retail, etc...) is a plus. Otherwise, high energy and a genuine interest in learning is a must."
About Invacare

Invacare Corporation is an American manufacturer and distributor of non-acute medical equipment including wheelchairs, mobility scooters, walkers, pressure care and positioning, as well as respiratory... (read more)
 
Shah Hamdani
Technical
Elevator Controls Corp
United States

"Open minded, good sense of work ethics, neat appearance, well spoken, can respond quick to unexpected..."
About Elevator Controls Corp

provide customer service and technical support in setting up, adjusting, and troubleshooting elevator systems world wide.
 
Dawn Black
Call Center - Manager
Convergence Marketing
United States

"EAGER, neat in appearance, can multi task, upbeat personality. I am a big believer that if someone is eager and has a great personality, you can teach them anything whether they have experience or not!"

 
Sedick Masoet
Call Center - Manager
RamsayMedia
South Africa

"Team player"

 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Printing Telephone & Fax Numbers

Read today's tip or listen to it on podcast.

Published: Friday, May 7, 2010

Printer Friendly Version Printer friendly version

2020 Buyers Guide Visual Communications

 
1.) 
Chatvisor

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

Survey - Online Event

Latest Americas Newsletter
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