What qualities should you look for when hiring new call center agents.

Call centers have been used with nearly every type of product or service you can imagine, from ordering pet supplies and tickets for the Smithsonian to house cleaning and insurance policies. In fact, many businesses wouldn’t be able to stay afloat if call centers didn’t exist.

Therefore, hiring dedicated call center agents is so important. You want to make sure that when a customer reaches out to your company, that they are taken care of by a consummate sales or customer service representative every time. To help you make sure that happens, we’ve compiled a quick list of six tips for call center agent hiring and recruiting through a Fort Lauderdale staffing agency that you can begin utilizing right now.

Start with Written Communication Skills for Call Center Agent Hiring

Communication skills are obviously a huge part of call center agent hiring. The first indication you’ll come across when searching for new workers is the written communication that you receive in the form of a resume. The applicant doesn’t necessarily need to be an English major, but if they have difficulty expressing themselves in written form, then they may not be able to excel verbally.

Continue with Verbal Communication Skills for Call Center Agent Hiring

Possessing solid verbal communication skills is basically the cornerstone of a quality call center representative. You may be able to get a good idea of a person’s verbal skills over the phone, but the interview is always the true test of how a person conveys ideas, answers questions, and presents themselves overall. A good candidate will speak with professionalism and authority, along with a few other traits that we will discuss below.

Look for Previous Call Center Experience

As with all jobs, call center hiring is often based on whether the person has some type of past experience in a similar position. If the person has never worked in a call center before, then you can focus on customer service he or she has experience in, even if it was a servicing job such as working in the fast food industry.

Focus on Confidence, Sternness, and Empathy

These three attributes – confidence, sternness, and empathy – will go a long way to providing excellent service among your call center employees. Speaking confidently will help reassure customers that they are being provided with accurate and fair information. Sternness is another important attribute because service agents need to decline certain request. However, it’s even more important to have true empathy when the situation calls for it.

Give Them a Scenario Based on the Company

The first thing to keep in mind is that even great call center employees may get a little nervous when you present them with a scenario. This is natural because you’re the person who will determine whether they become employed with your company. Therefore, while presenting them with a common scenario that the call center deals with, grade them more on the content of the answer rather than having perfect delivery.

Don’t Limit Yourself to Hiring a Perfect Fit

It’s a real treat when call center hiring leads to an applicant who exudes confidence, has all the right answers, provides great references, and is a sure-fire slam dunk. However, you will come across plenty of interviewees who won’t be perfect, but who have a good head on their shoulders and a positive personality. In other words, don’t be afraid to go with your gut instinct or think outside the box occasionally.

Pridestaff Can Help with Call Center Agent Hiring

As the premier employment agency in Fort Lauderdale, Pridestaff will make your call center staffing and any other employment needs a lot easier for your business. Call (754) 800-2850 to schedule a no-cost consultation for call center hiring services.