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 appointments during the application process. ...
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 appointments during the application process. In addition to giving you a preview of the candidate’s punctuality and attendance habits, the multiple touch point hiring process will weed out many applicants who really aren’t interested in working in your center. They just need a job, and any job will do.
Here’s an example of a five-touch-point hiring process:
Touch point 1: The applicant comes in at a set time to fill out an application. This appointment is set after they first express interest in response to your advertisement or through an employee referral. Do not allow candidates to simply come in and fill out an application at their leisure. If they walk in and ask to apply, do not let someone hand them an application. Schedule an appointment. Filling out the application is your first touch point to see if they can make it on time. While they’re in the office for this first test touch point, ask them to fill out the application using a computer. To get a rough idea of how comfortable they are with the computer, casually watch them. Usually this means just observing if they are very uncomfortable with the computer. If so, they will likely have a difficult time succeeding in your call center.
Also, observe how prepared they came. Were they able to fill out job history and reference information, particularly if you told them to bring this information to the appointment?
Touch point 2: Arrange and schedule a phone interview. Again, do not simply call and began talking with the applicant, rather set up a phone interview appointment for a predetermined time.
Touch point 3: Next, ask the applicant to come in for an initial screen and interview, usually conducted by a member of your recruiting or human resources department. During this touch point the applicant should be given some sort of prescreening test. This can be as simple as a basic typing test, or a basic grammar and vocabulary test. Depending on the position and the level of experience required, it may be appropriate for the assessment to include some technical skills questions as well.
Touch point 4: Have another round of interviewing with the hiring manager and members of the customer service team.
Touch point 5: Ask the applicant to come in for an offer letter and acceptance meeting.
While it would certainly be faster and more convenient to schedule some of these all at once or to give the offer over the phone, having so many touch points helps you screen out applicants who may have transportation issues, struggle with punctuality beyond an initial interview, or those who are simply not dedicated. Do not view these touch points as bureaucratic or excessive. The more touch points you have the more effectively you will weed out future problems.