Tip 21: The Elusive Soccer Mom

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 industry. You hear about them but they are rarely, ...

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 industry. You hear about them but they are rarely, if ever, encountered.  However, just because they are more rare than rumored or promised does not mean they don’t exist.  So if you find an educated soccer mom who would like to work in your call center, I would generally advise you be willing to make concession regarding schedules and flexibility to hire her, even if such concessions are not normally allowed in your center. The trade-off you make for allowing an educated, experienced representative to determine their own schedule will easily be made up in quality and satisfaction of your customers.

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