Contact Center Management: Hire the Right People


Share on LinkedIn

Hir­ing the right peo­ple can make or break a suc­cess­ful con­tact cen­ter team. Find­ing the right mix of skill set and dis­po­si­tion enables faster onboard­ing, and reduces employee turnover. Undoubt­edly one of the most impor­tant tasks for any­one in a con­tact cen­ter man­age­ment role, recruit­ing the right peo­ple for the job can be a tire­some process. The right per­son is not only qual­i­fied for the spe­cific job duties, but is also a good per­son­al­ity fit for your team. Keep read­ing to learn tips for quickly iden­ti­fy­ing and secur­ing qual­i­fied con­tact cen­ter employ­ees. Before you post a job adver­tise­ment, take time to put together a list of desired skill sets, per­son­al­ity traits, and job duties. Refer to this detailed list when review­ing resumes and inter­view­ing can­di­dates. If you don’t take the time to decide on and pri­or­i­tize the qual­i­ties you need most in a con­tact cen­ter employee, you are begin­ning the hir­ing process ill-prepared.

“If a per­son is not per­form­ing, it is prob­a­bly because he or she has been mis­cast for the job.”
– W. Edwards Deming

7 Ques­tions to Ask Your­self Before Hir­ing a Con­tact Cen­ter Employee

1. Why am I hir­ing?
2. What posi­tions needs to be filled, and what are the skills and char­ac­ter­is­tics of the ideal can­di­date?
3. How will I mar­ket and net­work to iden­tify qual­i­fied can­di­dates?
4. How will I eval­u­ate appli­cants to iden­tify poten­tial high per­form­ers?
5. What assess­ments will I use to deter­mine suit­able can­di­dates?
6. How will I extend offers to the top appli­cants, and what will I say to the can­di­dates not suit­able?
7. How will I wel­come new employ­ees to the com­pany, and how will I set them up for success?

Cre­ate an Attrac­tive Con­tact Cen­ter Work Experience

Find­ing the right appli­cants is about not only attract­ing top tal­ent, but also pro­vid­ing a great job for those peo­ple. Pro­vid­ing a great work expe­ri­ence requires cre­at­ing a dynamic work cul­ture that encour­ages col­lab­o­ra­tion, and pro­vides oppor­tu­nity for growth and con­tin­ual improve­ment. Effec­tive employee coach­ing from con­tact cen­ter man­age­ment ensures that agents are engaged and feel included in all cor­po­rate activ­i­ties. Stud­ies have shown that con­tact cen­ter employ­ees who have reg­u­lar, pos­i­tive inter­ac­tions with upper man­age­ment are hap­pier and more pro­duc­tive than those who do not inter­act reg­u­larly with management.

Pro­mote the Ben­e­fits of Your Con­tact Center

As care­fully as you are review­ing appli­cants’ cre­den­tials, chances are they are review­ing yours and the company’s even more closely. Be sure to high­light what makes your con­tact cen­ter unique and why peo­ple like work­ing for you. Put your­self in the can­di­dates shoes and focus on the things they would like to know about the organization.

Hir­ing can be a lengthy process, but do not fall into the trap of hir­ing some­one out of neces­sity to fill a spot. Hir­ing the wrong per­son sig­nif­i­cantly increases oper­a­tional costs.

Expenses asso­ci­ated with hir­ing include inter­view expenses such as travel, hotel and meals, train­ing and ori­en­ta­tion, employ­ment test­ing, ter­mi­na­tion costs such as Cobra, unem­ploy­ment and poten­tial lit­i­ga­tion expenses should the can­di­date decide to sue you for wrong­ful dis­missal, plus relo­ca­tion costs, and out­place­ment or career tran­si­tion costs. But mostly it’s because you need to repeat the entire hir­ing process to replace the wrong hire, which includes time and expenses. Costs of Hir­ing the Wrong Per­son, Har­ri­son, Stone & Associates

Take time to hire the right peo­ple. Mak­ing a poor deci­sion will cost more than you realize.

Republished with author's permission from original post.

Rachel Miller
Rachel Miller is the Customer Engagement Manager at Nimble - a simple, affordable social relationship manager.


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