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.
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.