Are College Students a Good Fit for Your Call Center?

The hiring process is an important one, especially in the contact center. Some people simply are not a good fit for the environment, or the role for that matter. So, with summer right around the bend and companies hiring the question I’d like to explore today is: Do I want college students as part of my call center workforce?

Sure, college students should be highly motivated, educated and available, but that does not necessarily translate into customer service success.

Let’s start with the obvious, technology. The younger generation grew up using computers, smartphones and applications in a world of cloud this, Facebook (News - Alert) that. Technology is more intuitive for them.

College students offer availability. While most prefer part-time employment, it provides contact centers with the ability to better match shifts with agents. Being a call center agent does not require higher education, and as college students seek experience in the working world it is a nice opportunity to dip a toe or two.

Don’t be shocked to find out that your newest hire is only using the job as a networking tool to leapfrog into a management position after graduation. Working in a call center is not an internship; it is a cog in the customer experience that agents receive compensation for efforts. Be aware of unwelcomed networking.

In addition, how long will these team members stick around. Hiring summertime customer service positions aid with staffing and addressing agent attrition, but what happens when school starts? If the agent is not local, they are likely leaving tire marks making their way out the door.

Flexible scheduling offers the opportunity to plug these eager young adults into operations, and by deploying a robust workforce management solution to work it makes for a far more user-friendly scheduling process. There is a niche in the call center for college students.

Would I hire college students to man my customer service operations? The short answer is yes, but with the knowledge of the pros and cons.

What experience does your call center have with hiring college students?

Edited by Maurice Nagle

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