How To Recruit and Keep the Best Call Centre Agents?

One of the challenges most contact centers constantly face is finding the right talent. As the career is challenging, it becomes difficult to find the right people especially if you need to hire on short notice or when it comes to retaining employees. Contact centre recruitment is much more than placing an ad online or in the local paper and hoping for a good candidate to contact your business for a job. The key to recruiting the best candidate is to have a well-defined process in place that works best for your contact centre. For instance, as your business grows it becomes difficult for managers to devote their time to actually find the right candidate. This is where staffing agencies come in to play.

When availing the help from staffing agencies, they strive to provide you with key services including screening, interviewing and hiring new agents; that offers relief to employers and improves the overall quality of hiring. Here is a list of some tips to maintain the staff in your contact centre:

Understand your needs:

Understanding what you are looking for might seem quite straightforward. For example, you are looking for an enthusiastic employee who already has the specific skills necessary to excel the organization. Simply put, staffing agencies have the expertise in hiring people for specific roles. By screening the resumes, performing the interviews on your part, and also assessing personal qualities, these agencies provide important gatekeeper services that attract and send over only the best candidates according to your needs.

Talent Management:

So you hired an entry-level employee to fill a position who may not be a good fit and this will become more pronounced once your company goes up the success ladder. Contact centre staffing agencies will help you get the combined and consultant-like approach to figure out exactly what needs to be in a position of a call centre manager or staff member.

One contact centre staffing agency, multiple avenues:

A recruitment agency is a central hub for all your problems, they have a network connections to get you the best in business for your specific goals. Rather then trying to spread the word everywhere on every platform, when you use a staffing agency it gives you most results from your investment. Here is what they take care off:

1. Experience:  Be specific about the experience you want the agent to have, this allows the agency to find the talent more easily by looking into how the candidate demonstrates their previous responsibilities and whether they match up with the role or not.

2. Skills:  Again, the most important thing. List everything that’s important for you but don’t over-complicate the role. If you are simply looking for someone who is keen to learn and if you are looking for broader skills, such as excellent attention to details or quick thinker. Being detailed here will give the recruitment agency to ensure you get the highest possible number of quality applicants.

3. What does your organization offer? How will it benefit the candidate when they work for you? Will they learn something new? What value does your organization add? Aside from the experience and productivity concern, there is also the issue of brand identity that needs to be addressed to the agents to represent your organization’s culture.