Process improvement starts with the attitude and desire to want to change and make it better. Not everyone likes change, but change is the driving ingredient for long-term success and this includes the recruiting process. Contact centers hire hundreds of agents and improving the recruiting process will retain quality candidates so you can hire them. The hiring process is the candidate’s first impression and everyone should want to make it a good one.
Companies willing to get the most honest feedback will survey applicants including those who were not selected. While they may not be as positive as those that were selected, they will provide valuable insights and you want to hear from all candidates not just the happy ones. Every recruiting process can benefit from more frequent communication, shortening the time to hire and tweaking what applicants find difficult in the process.
One strategy that speeds up the hiring process and reduces the “bad hire” scenario is using personality assessments designed for people who work on the phones and test their skills. Agent personality assessments determine from the start if you have the right person for the type of calls your contact center is handling. Just because the agent has contact center experience doesn’t mean they are the right fit. Another strategy is to test their keyboarding skills, grammar and writing skills, as well as their soft skills. When you take the time to really evaluate agents you can reduce the turnover by hiring the right person from the start.
Specialized Office Systems offers customized solutions to deliver printing, promotional products, apparel, office supplies and business furniture to multiple locations across the country. You will receive the personalized service you want and the attention to detail you need.
Cresa Commercial founded in 1993 was convinced that representing tenants exclusively was the best way to go. Not only would it give our clients the kind of objective, unbiased advice they might not get elsewhere, but it would also give us a unique offering in the real estate marketplace.