Recruitment in Call Centers

A call center’s main product is the service delivered by agents. The demands of the job require specific skills such as:

• ease in interaction with strangers;

• speech fluidity;

• good coping skills for specific actions.

Since an agent is expected to handle different cases together with different kinds of personalities of the callers, patience is also a requirement.

With these conditions it is necessary to handle the hiring carefully. Finding and keeping the right people for the job is one of the most difficult and crucial parts of call center management.

Possible methods for call center’s recruitment purposes are:

• individual interviews with the candidates;

These interviews are generally based on HR questions, concerning candidates' motivation, interests and the likelihood of them liking this activity;

•   role play; pairing participants and following their enactment of an operator-client discussion on any given problem.

The main goal of a call center operator is to solve issues as quickly as possible and to offer the client all the necessary information. Each participant in a pair should play both the operator and the client role. In order to assure nonverbal interaction the two participants should sit back to back.

• group discussions and debate.

This is an optimal method to assess candidates’ success in finding out necessary information from strangers on given assignments and their capacity to interact with as many strangers as possible. It is also a good tool to assess the ability to present a given subject as clearly and fluently as possible.


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