Call centre business has a reputation of being one of the
industries that has high hiring and firing turnover and
likewise, the mindset of the people available in industry
is nurtured on the same philosophy. They are not much
concerned about frequent switching like other careers where
it goes against you. Finding and retaining right people for
the call centre is a well known dilemma, as there are
certain shortcoming which are attached with this particular
business, so, all the measures can only contribute in
reducing them and that's the maximum achievable when it
comes to call centre hiring and Call Center training.
Retention is highly recommended, go an extra mile to retain
an agent who is a part of your call centre, he has
pre-qualified, has got-on with the things and you are also
able to evaluate his abilities. Make a correct judgment
about the skills of the person and offer all that which the
person expects by way of any of your company intelligencia.
Changing people is a never ending story for call centers;
the need of the hour is to change minds of the same people.
Recognize their needs and address them instead of
preferring aggressive hiring and firing. You have already
invested in their training, up gradation and grooming.
If for one reason or another, you are to hire call centre
agents, make it a real task for yourself. Do a lot of
homework about the interviews and selection strategy.
Conduct an in-house meeting with Managers and supervisors
to evolve an efficient and effective evaluation procedure
that can end-up in picking right people for the job. Look
for the accent first of all, that's the biggest
selling-point. Your second priority should be the
evaluation of overall personality, find-out the sense of
responsibility with the body language and the way of
responding to questions. Put some of stupid questions
across and detect the patience of the person, if he keeps
his nerves cool and come up with respectable reply, go for
this person. He/she will sustain.
Through cross questioning, bring-out the internal roadmap
of the person about his pursuits of career. Get an idea
about his endeavors and expectations. Ask him about any
ideal call centers' pre-exquisites, this way he will give
you his picture about the call centre he wants to join and
what things will satisfy him in the long run. Never trash
the interview assessment, make it most important document
in the lifecycle of that particular agent.
Regardless of the facts elaborated in the article, time 7
again, the only short-cut to get good call centre agents is
the experience. Nothing else can do it for you as good as
this. So behave maturely, improve communication, enhance
flexibility in overall decorum, and facilitate your agents
to maximum extent, so that they can be at peace of mind to
make effective sales or to offer quality customer service.
Time has changed for the employee and employer, now both
have to understand each other to fall into long-term
relationship, so care for your agents and get care in turn
and it works.
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Get all the HR information and tools you need for hiring
the right team for your call center at
http://www.steptocallcenter.com
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