Tip 19: Create a Balanced Staff

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, if you have CSRs with great interpersonal and customer service ...

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, if you have CSRs with great interpersonal and customer service skills, but who aren’t strong in technical areas, you may want to continue your search until you find someone with a really strong technical background for your next hire.

Having a mix of ages and backgrounds makes for a well-rounded team, and helps staff better relate to customers who are in a different demographic than themselves. You’ll also want a mix of individuals with flexible schedules to ensure you don’t have coverage issues down the road.  You never want to hire weaker candidates, but simply focus on creating a balanced team.  Take into account the needs of the team and how candidates complement the existing team’s strengths and weaknesses when deciding who to hire next, especially in small centers.

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