Recruiting agents and operational support for a call center is tedious and difficult for an outsourced call center. There are a lot of processes surrounding around recruitment to ensure that it succeeds.
What is important though is that you have someone in the team that has been in the call center industry and understands how it runs. I’ve seen so many centers that make a mistake by hiring someone who may have years of HR experience but has no clue on what or who to look for. Here are some tips that will ensure you pick the right people.
Frontliners
Your recruitment officers, being the front liners who interview constantly (whether on the phone or face to face) should have been an agent previously. There are a lot of agents that after a few months on the floor have decided to switch careers and focus on HR. Perhaps they graduated with a degree on Psychology, Humanities or Human Resources. It will be easier to come up with questions to find out if the applicant has the potential of being a good agent.
Include non-HR staff
As each applicant go through each stage, you should ensure that the first or second stage should include a team leader. This is normal but I believe that they should be part of the decision making process. If supervisors can choose the agents they want to handle, you are almost close to picking the right agent to be their “soul mate” once hired.
Including these steps with strict guidelines and tests have proven that personnel hired are top notch.
Hi I am Rajendra, i am completed my graduation in science faculty. I was worked in sales in Jyothy labs ltd., Sapat & co. I have good exp. in sales
Posted by: Mr. Rajendra Vishwanath Salunkhe | March 7, 2006 7:04 AM | Permalink to Comment