It’s no secret that one of the most challenging facets of call center management is finding and retaining the right people for the job. The industry features one of the highest turnover rates in the country, meaning recruiters often have to filter through a high volume of applications.
Certain factors like a restrictive pool of quality applicants and the specialized job requirements compound the already challenging process of hiring. After all, while academic qualifications and vocational skills are important, excellent communication, resourcefulness and management ability or potential are much more in demand.
In a world currently dominated by Internet slangs and countless word abbreviations, effective communication is sometimes compromised among the willing and available candidates, while those with excellent written and oral skills are not always willing or motivated enough to want a career politely answering a ton of customer concerns every day.
Furthermore, many call center companies have added other contact channels such as chat and e-mail, which invariably increases the need for a more skilled workforce. So how do you ensure that only qualified candidates pick a career path with your firm? A call center staffing agency is an obvious answer, and with the right retention tactics, those candidates can go on to enjoy a fulfilling spell as quality employees.
Call centers represent a wide variety of companies, from cable TV to mobile phone services, to store catalogs and even consumer banking. Regardless of their designation, the post requires a certain level of specialty which potential employers often impart on new inductees, which means that one of the core criteria for selecting suitable candidates is their willingness and ability to learn quickly.
Some other key considerations would include a high degree of patience as well as an unwavering attention to detail—traits that are not easily discernible by merely looking at one’s resume. The usually thorough staffing processes employed by recruitment agencies seek to detect such qualities before forwarding their recommendations, saving your company much interview time.
Reputable call center staffing firms like The Call Center Group A-Z, LLC provide recruitment solutions by matching unique hiring needs to only qualified applicants. Typically, recruiters seek to clearly understand the nature of your business as well the account designations, in order to have an end result in mind, which usually results in providing the best talents available.
Training & Staffing in a Call Center, Chron
Analytics of Better for Call Center Staffing, Informs
Call center staffing: The importance of hiring well, CRM
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