Workforce Management Featured Article
Look for These Qualities When Hiring Call Center Agents
Hiring the right people for a particular job is never a simple process. Even when the individual with the right background is identified, he or she may lack some of the more critical skills that are needed to be really good at a particular job. This is especially true in the call center space where particular attributes are critical to the success of workforce management.
To that end, workforce management solutions provider Monet Software (News - Alert) recently published a blog on the topic, highlighting some of the key skills that agents must possess if you want them to be successful in your call center. While experience is helpful and a clear speaking voice is critical to ensure optimal communications, it’s also important to seek the individual who takes guidance well, is focused on being punctual and will get along well within the team environment.
These attributes in particular are the given; they are easy to include in the assessment and often examined in the interview process. But what about those skills that are difficult to quickly evaluate and often get left out of the evaluation process? A skill like an even temperament is important, but is difficult to ascertain in a simple interview. The reality is, however, that agents may be yelled at – a lot. Can the individual take the abuse if it occurs and still deliver on your customer service expectations?
An eye on the prize is also critical. While we do live in an era where everyone gets a trophy just for putting on the shirt and showing up, this is not the reality in the working world. Agents have to want the win – they have to be hungry for it. While cutthroat competition could have the opposite effect in your call center, you want the individuals who have a healthy desire for success and are drawn to friendly rivalries with other agents.
Believe it or not, you should also set your sights on the independent thinker. While anyone can be hired to read words off of a screen, it’s what happens between the script and the directions for the call that can determine the outcome. The quality agent you want on your floor will project empathy in a difficult situation, and demonstrate creativity to solve the problem. It may add a few minutes the call handle time, but the outcomes are likely worth it.
These qualities aren’t easy to identify in the recruiting process unless you make the concerted effort to seek them out. Given the potential for positive impact; it’s worth the effort.
Edited by Alicia Young
