A New Year and New Employees: Best Practice Hiring Tips for Your Call Center


Share on LinkedIn

If you work as a call cen­ter man­ager or exec­u­tive, hir­ing new call cen­ter employ­ees, unfor­tu­nately, tends to be a fre­quent activ­ity. In an indus­try noto­ri­ous for high turnover rates (60% is an aver­age for many call cen­ters), recruit­ing, screen­ing, and hir­ing employ­ees is a big part of the job.

Well, it’s a new year and a time for re-evaluating your hir­ing prac­tices. The good news is that you can change your turnover rates, increase employee sat­is­fac­tion, and cre­ate a cul­ture where employ­ees feel val­ued and enjoy com­ing to work. Read our best prac­tice hir­ing tips below, and revi­tal­ize your call center’s hir­ing practices.

Before you start hir­ing, do you know what qual­i­ties you want in an employee?

Is your hir­ing phi­los­o­phy based on a neb­u­lous set of ideals you want in employ­ees? (Shows up on time, good peo­ple skills, good work his­tory, etc.) If you haven’t clearly defined what you want in employ­ees, chances are, you’re going to have a hard time find­ing employ­ees who fit your company’s cul­ture and who will stick around. Let’s define how we mean “define what you want from employees”:

–          What makes a great employee at your com­pany? What kinds of qual­i­ties do they have? Some of your stand­out employ­ees may not have a tra­di­tional “good” resume or back­ground, yet their per­son­al­i­ties and work ethics are note­wor­thy. Spend some time tak­ing notes on your star employ­ees, and write down the qual­i­ties that make them stand out.

–          Inter­view oth­ers in your orga­ni­za­tion and get their input on great employ­ees. Find out what types of qual­i­ties oth­ers appre­ci­ate and notice from star employees.

–          From this list, you’ll start to see pat­terns that your top employ­ees share. Bring this list with you when you inter­view new candidates.

Find the gaps and fix the bro­ken links

Is your turnover a result of gaps in your call cen­ter sys­tem? Are agents leav­ing because of poor orga­ni­za­tion and stress? For exam­ple, do you have a lot of cus­tomers who speak Span­ish, but only a few agents that do? Is this putting unnec­es­sary stress on your Spanish-speaking agents? If so, con­sider hir­ing more bilin­gual agents. Do you have really high call vol­umes dur­ing a cer­tain time of day, but you’re keep­ing the same staff lev­els dur­ing these shifts? Look at your met­rics and see when you need to have more agents avail­able. Exam­ine your data to help you find the gaps and decrease the stress on your cur­rent staff.

Are you always recruit­ing from the same pool of talent?

Do you think that part of your hir­ing prob­lem is caused from the tal­ent pool you’re hir­ing from? If you are always rely­ing on the same job boards, recruiters, or career net­work­ing sites, then con­sider chang­ing it up and look­ing for a new way to recruit can­di­dates. Try tradeshows, reach out to voca­tional schools or uni­ver­si­ties, or hire new recruiters – see if adjust­ing where you hire from changes the types of can­di­dates you attract.

Do your new hires receive proper training?

While we’re dis­sect­ing your hir­ing and recruit­ing prac­tices, let’s also take a moment to have you eval­u­ate your onboard­ing pro­gram. When new call cen­ter employ­ees start work­ing for you, do you have a sys­tem in place that helps them feel wel­come, gives them an ori­en­ta­tion period, and takes them through a ded­i­cated call cen­ter train­ing pro­gram that’s spe­cific to your com­pany and your company’s cul­ture? When you con­sider that 90% of new hires decide within the first six months whether or not they will stay with a com­pany, you start to real­ize just how impor­tant onboard­ing is. Make your new employ­ees feel wel­come, and give them plenty of train­ing so that you’re set­ting them up for suc­cess and not failure.

It is pos­si­ble to hire the right call cen­ter can­di­dates, the first time

Put effort and some strat­egy behind your call cen­ter hir­ing prac­tices, and take what feels like a full-time job of hir­ing and screen­ing employ­ees to some­thing that you rarely have to do. By putting some upfront work into your hir­ing prac­tices, and stick­ing to your revised hir­ing phi­los­o­phy, you will start to attract the types of employ­ees who enjoy their jobs, stay with your com­pany for a long period of time, and, most impor­tantly, work well with cus­tomers and increase cus­tomer satisfaction.

Republished with author's permission from original post.

Joanna Jones
Joanna Jones is a professional copywriter and marketing strategist who has partnered with Impact Learning Systems for two years. As a marketing professional, Joanna works closely with customer service teams and helps companies improve their B2B and B2C communications and strategy.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here