One lacking agent can really drag down your productivity, even if it’s just for a day. Just think about the damage a couple or more positions can do. Call centers have hectic schedules to follow and specific quotas to meet, which would be very hard to do if the agency is grossly understaffed. Time is of the essence when it comes to bringing in new talents to fill the gaps through a reputable recruiting agency, such as The Call Center Group A-Z, LLC. Here are some tips to speed up your staffing process.
Call centers in all industries and trades face many different challenges that go beyond just dealing with frustrated callers and lengthy shifts. Problems that trouble these agencies today are much more technical, and range from the quality of agent responses to ensuring the agency’s disaster recovery capabilities. According to Ameyo, a call center technology company, one thing agencies find to be exceptionally difficult is overcoming call center staffing problems especially when it comes to recruiting or hiring.
The cost of losing just one employee can be dire on a call center agency especially during the busier months of the year. It can even be worse when one of your high-ranking employees leaves the company for another job. High employee retention has always been an important part of the formula for a successful business, and it starts with the way you recruit your employees. Executive recruiting, in particular has to be done with outmost care because of the impact the positions have on a call center’s operations.
Today’s job market is competitive, and while specialized skills are preferred by each industry, employers look for “soft skills” in almost all of their hires. In a survey conducted on 400 U.S. employers, the respondents were asked which skills they deem as “must-haves” for rookie workforce entrants. The top four replies were: work ethic, oral and written communications, teamwork, and problem solving aptitude.
Attracting the best and the brightest minds to join the company is a paramount objective of any good management team, but sometimes finding those people requires some serious creativity in recruitment efforts.
Typically the strongest talent out there is most likely already gainfully employed somewhere else, so the challenge then becomes finding those who are out seeking a job, and perfectly fit in your organizational goals. Then, after finding them, how do you convince them to apply with your company?
It’s no secret that one of the most challenging facets of call center management is finding and retaining the right people for the job. The industry features one of the highest turnover rates in the country, meaning recruiters often have to filter through a high volume of applications.
Certain factors like a restrictive pool of quality applicants and the specialized job requirements compound the already challenging process of hiring. After all, while academic qualifications and vocational skills are important, excellent communication, resourcefulness and management ability or potential are much more in demand.
While the term “call center management” conjures up a lot of concepts, there manages to be a common denominator behind it all: metrics. Most people immediately think of the job as strictly keeping up with set of expectations and urging everyone to do so. Although metrics play a large role in a call center executive’s performance, it is not the be-all and end-all of the position.
Being a call center executive requires a fair set of core competencies. If you have recently been contacted by recruitment firms, like The Call Center Group A-z, LLC, as part of an executive recruiting spree, here are some of the skills you need to exhibit during your interview(s).