Tip 5: Build a Recruiting Story

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 departments want to recoup training costs, this can be shortsighted. Using customer service as 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 departments want to recoup training costs, this can be shortsighted. Using customer service as a training ground for positions in the rest of the company is actually very good for the call center and its management team.  First, the career progression of staff moving from the call center to other departments builds a compelling recruiting story. It’s very powerful to tell new recruits specific success stories of employees in other departments who started their company career in the call center.  Such a story may provide a highly qualified recruit the incentive and motivation to take a call center position as a stepping-stone to achieving their ultimate career goals. While this individual may spend less time as a CSR than you would like, having a revolving door of highly qualified agents will benefit you more than average performing employees who stay longer.

In addition to the recruiting benefit, talented people placed throughout the company are a valuable source of contacts. If you have helped CSRs to transfer to other departments, chances are if you need something from another department you can find a call center alumnus to help you.

Former reps working in other departments also help foster a more customer-centric approach to the organization. They have seen first-hand how a “small” issue that may seem like it will have negligible customer impact, often will result in calls from frustrated or confused customers.

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