We’ve all heard them. Audio clips of customer interactions with call center agents that have gone terribly awry. Most of them make us smile and feel relieved that we were neither the caller nor the call center agent involved in the exchange.
If you run a call center, however, felling amused and relieved aren’t enough when it comes to phone calls that go off kilter. While you can certainly learn from these exchanges, your focus needs to be on preventing them from occurring in the first place. After all, you don’t want a conversation one of your agents has with a customer to be the next big viral sensation, do you?
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How to Hire Great Call Center Agents
While providing training for your current team will go a long way toward preventing calls from going askew, hiring the right people to begin with will carry the figurative ball even closer to the goal line. Even if you already know how critical hiring the right people is to your center’s overall success as well as to the success of each individual call your team fields, you may be wondering how you should go about hiring great call center agents.
To help you hire the right people for your location, we’ve put together a list of tips for hiring call center agents. Here are some things you can do to ensure you’re hiring the candidates who are right for your call center:
Create a Successful Agent Profile:
It will be significantly easier for you to hire candidates who’ll thrive in your call center if you create a profile of an ideal candidate based on your most successful agents. To do this, identify your top agents and determine the things that make them successful. Be as specific as possible when you’re assessing their skills, habits, work practices and attitudes, and include all of the attributes that lead these people to do stellar work in your ideal agent profile. When your profile is done, give it to your hiring manager so they can ensure each candidate has the attributes that lead to success in your call center.
Develop Interview Questions:
When you’re interviewing candidates, you’ll need to have a list of questions to ask each applicant. You should ask every candidate the same questions so you can score their responses and compare their individual answers and overall interviews fairly. Because you want to ask everyone the same questions, you’ll need to prepare a list of them before you start the interviewing process. Try to draft your questions so they will give you a good idea about a candidate’s core abilities and how they’ve handled challenges in similar work environments in the past.
Conduct Initial Interviews Using the Appropriate Channel:
What do you think is the best way to conduct an initial interview with a job applicant when you’re trying to staff your call center? While you may automatically think of your office, you may want to think again. Since you’re hiring for a call center, you may want to conduct an initial interview over the phone to accurately assess an applicant’s phone etiquette and communication skills. These skills are critical to the success of a call center agent because they don’t have the advantage of interacting with clients face-to-face. By interviewing applicants over the phone, you’ll be able to determine whether a second interview is worth your time and assess the likelihood they’ll succeed in your work environment.
Of course, it doesn’t matter how many great call center agents you hire if you don’t have high-quality lists of leads for them to call. To find the telemarketing lists that will help your individual agents and your whole team succeed, contact TelephoneLists.Biz today