Tip 18: Pros and Cons of Call Center Experience

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 someone is burned out they often think a change in environment will ...

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 someone is burned out they often think a change in environment will help. And it usually does, but only temporarily. Hiring a rep already burned out will get you an experienced, burned-out rep.  Burnout can be contagious and bad attitudes spread quickly.

Also, because of high turnover, most call centers advance good reps into higher positions fairly quickly. While this is not always the case, it’s certainly something to be explored. If an applicant has been working as a front line rep for more than three years, you’ll want to probe carefully to see if there is a reason they have not progressed to a higher position. It might simply be the call centers they have worked do not offer many opportunities for advancement. But if they worked in a mid-size to large center and have not advanced, chances are there is a reason for it beyond lack of opportunity. You want to ensure you’re not getting a burned-out rep who hasn’t proven worthy of promotion at their current or former employer.

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