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Tip 10: Utilize...
A complete interviewing team can offer more robust feedback on candidates than a single individual. To round out your interview team include at least one customer service rep. The role of the CSR is to help the candidates understand what the job is like, both good and bad. Furthe...
Tip 9: Allow Ap...
Another effective way to allow potential reps to weed themselves out during the application process is to have applicants listen to calls during their initial on-site interview. For fifteen minutes before you begin the discussion portion of the interview have the applicant listen...
Tip 8: Multiple...
To succeed in the call center, agents need to be extremely reliable, show up every day, and show up on time. A best practice to determine if a candidate can meet the strict punctuality requirements of the call center is to establish a system where candidates have to keep multiple...
Tip 7: Pros and...
It’s not easy to hire the right people. In the call center we hire a lot of people, and the majority of them do not bring much work experience. Even the most perceptive interviewer and hiring manager will make mistakes, especially as they will often be under pressure to hire quic...
Tip 6: Look for...
You’ll encounter many applicants who are willing to work in your center. However for a portion of your applicants a CSR position is not their first choice; it’s simply their only current option to avoid being unemployed. Hiring a rep with such an attitude may eventually lead to p...
Tip 5: Build a ...
Many customer service organizations have rules stating an employee cannot transfer to another department until they have served in their original department for a set amount of time, usually ranging from six to eighteen months. While it’s understandable customer service departmen...
Tip 4: Teach a ...
One way to meet a pool of potential applicants is to have someone from either your training or recruiting team teach a computer or similar entry level skill class at a local community center.  While providing a valuable job skill to people in the local community, you’ll encounter...
Tip 3: Always B...
A good recruiter is always recruiting. Encourage your recruiters and management staff to always carry around business cards and give them out to friendly people they meet who may be potential candidates for current, or future call center positions. You should do the same. For exa...
Tip 2: Referral...
Recruiters often cite the best way to find qualified applicants is to seek referrals from current company employees. Employee referrals are usually the least expensive and one of the most effective ways of finding new staff. This is certainly true in the call center.  Representat...
Tip 1: Recruit ...
At a recent seminar I asked the audience for a show of hands of how many people thought their call center reps were the most important brand ambassadors in their company. All hands went up. I followed up that question with, “How many of you pay them to reflect their status as bei...
Section I: Recr...
 Hire well. I believe the single most important thing one can do to improve service in any organization is to hire well.  More than anything else, the success of your center hinges on the ability to recruit and hire top talent and good reps. However, with the low prestige of call...
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