مقالات آموزشی

After the conclusion of training, coordinate a meeting between the training and recruiting teams.  The purpose of this meeting is for the trainers to give feedback to the recruiters on how successful the hiring process was based on the time training has spent with the recent hire...

Whenever I talk to an outsourcing service company about their pool of candidates, they inevitably bring up part-time employees who like to work while the kids are in school—otherwise known as soccer moms. My personal experience is soccer moms are the Sasquatch of the call center ...

While this may seem obvious, this tip is difficult to follow when under pressure. When requisitions don’t get approved until you’re under the gun, service levels have already deteriorated, and you have a training session starting in two days and five open slots remain, you’ll try...

An important factor to consider when selecting candidates is how the individual balances your team. Of course you’re always looking to select the most qualified candidate, but part of someone’s qualifications is how well their skills mesh with the rest of your team. For example, ...

It’s natural, and important, to look for experience when evaluating candidates for any position. When assessing candidates for call center positions, however, don’t place too much emphasis on prior experience. Remember, the call center is a job with a high burnout rate. If someon...

Sometimes when choosing a new customer service rep you have to choose between one candidate who appears to be more qualified technically but does not seem to have good customer service skills, and another candidate who is not as technically strong but who appears to possess super...

After an interview it’s important to immediately write down feedback regarding candidates. Typically you’ll talk to many candidates, and it will be difficult to recall which ones your preferred and why. Include in your notes a score for each question, not only for what each candi...

You’ll typically conduct many interviews before finding a good candidate. When you do find a good one you want to do everything you can to create a positive impression of your department, and motivate the candidate to join your team. Remember, better candidates will have more opt...

A good indication of a future successful CSR is whether they laugh quickly and easily. A quick laugh reveals a friendly personality and the enthusiastic tone you’re looking for. While it’s true some CSR positions require a serious tone, almost all positions benefit from friendly ...

When you interview potential customer service reps, there are a couple things you’re trying to determine and skills you want to assess. What is this person’s ability to effectively communicate our products and services?  What is their potential as a CSR? The successful rep will n...

For many centers phone calls are now a minority of the customer interactions. The representatives you hire may be expected to take chat and email contacts in addition to phone calls. If this is true in your center, interview candidates using the channels they will be supporting I...

While the interview does involve several steps and components, it doesn’t need to take up too much of your time.  See the sample agenda below, and note, as a manager you’re only investing fifteen minutes for each candidate. And while sixty-five minutes total may seem like a lot i...