Call Center Hiring is Changing

Call centers have undergone tremendous adjustments over the last few years with new technologies, operations, and hiring practices. These changes are due to the increasing digital transformation across multiple sectors and evolving consumer expectations and trends. Below is an overview of how call center hiring is changing in 2020 and 2021.

Distributed or Virtual Teams will be Critical

The COVID-19 health pandemic and its effects, including lockdowns, has significantly changed how people work. Most notably, many organizations have shifted to remote work, thereby compelling a considerable number of managers to create and implement remote working policies quickly. This transformation to remote work also means that call center staffing must change with an increased focus on setting up virtual teams.

With remote call center staffing, contact centers can still access talented professionals regardless of their location. That way, contact centers can remain productive both during and after the coronavirus pandemic.

Working with the appropriate outsourcing partner, like the Fort Lauderdale call center staffing agency, can help you build and deploy highly qualified virtual call center talent.

Improvements in Virtual Call Center Hiring Processes

One massive change you’re likely to encounter in call center staffing in 2020/21 involves a new trend in firms hiring their talent without ever having a face-to-face meeting. Video interviewing will become an essential tool for every call center staffing agency from now on.

Here are some of the expected changes in virtual hiring processes:

·         Improved talent assessments

Due to the job losses and layoffs associated with this year’s health pandemic crisis, call centers expect increased interest in call center jobs applications as people are eager to find work. However, it will be critical for call center agencies to perform effective assessments to ensure you are getting the best and most qualified talent.

When dealing with this increased volume of applicants, gathering plenty of data about their abilities and skills before they get to the interview stage is essential. In such cases, outsourcing your call center staffing will ensure you get the most skilled and experienced representatives.

·         The new optimal candidate for call center hiring

New call center representatives must be not only adept with the use of a telephone but also have strong ICT skills. They should also possess an increased capacity for multitasking and the use of team collaboration solutions. Multitasking capacity will be critical since these representatives will be interacting with customers across multiple channels, almost simultaneously.

Since personalized services will be popular, the call center rep must use technology to quickly understand their customer’s context, including likes or dislikes, purchase history, and other essential data. Due to the increased need for interactions with clients on social network platforms, new professionals will require to have sharp communication skills.

Even with the implementation of smart AI solutions to boost service delivery, new call center jobs will require increasingly empathetic representatives to offer clients the human touch when resolving their issues.

Fair Call Center Hiring

Guaranteeing fair call center staffing will be a crucial trend both now and in the coming year, partly due to the recent focus on inequity and the need for social change. Using validated assessments and relevant data to evaluate potential candidates will be part of the new ways to reduce bias from recruitment activities.

In 2021, your entire call center hiring process should be built on fairness from the initial attraction to the onboarding activities. Some of the expected changes include:

• Educating staffing managers on hiring bias
• Standardizing interviews
• Setting smart inclusion and diversity goals
• Assembling more diverse recruitment panels within a call center staffing agency

In a Nutshell

Traditional call center hiring processes will not be adequate in 2020/21 due to the changes discussed above. Smart call center hiring, therefore, has to leverage digital transformation and, thus, streamline your recruitment practices to stay up to date.

Contact PrideStaff for Call Center Hiring in Fort Lauderdale

Are you looking to find suitable call center talent in Fort Lauderdale? As a leading employment agency in Fort Lauderdale, PrideStaff can connect you to qualified hires through our consistent, responsive, and tailored matching process.

Contact us today to schedule your no-cost consultation for all your administrative and clerical staffing needs. Call us at (754) 800 – 2850 now to schedule a no-cost consultation.