Contact Centre Recruitment: Tackle the Challenge

Contact centers are no longer the only place that takes calls and answers questions but fast forward to today, they’re also hubs for omnichannel communication. Running a call center facilitates a complex operation that involves operations to balance employee performance, technique, and speed of the technologies supporting them, they still face the same hiring challenges as they have for years.

The number one problem that contact centers face is high employee turnover. Moreover, hiring call-center representatives, whether it is telemarketers, customer service reps, or support agents, can seem like a never-ending task for human resource management due to the high turnover nature of the industry. In this case, it becomes important to be meticulous when screening these individuals as they are first in the baseline to communicate with your customers.

 

To keep your business booming, a well-rounded contact center staffing agency will understand and optimize the process for the best outcomes so that you can stay productive. They have an extensive database of qualified candidates so that you will never find yourself unexpectedly short-handed.  

 

High Turnover Rates:

Contact center employees routinely come and go. However, employers try to work to lower turnover rates constantly. In most cases, this seems to be an uphill battle. So how do recruiters keep up with the workload of constantly filling up the vacant positions, when those employees inevitably leave- whether it’s voluntary or involuntary? Does the cycle begin all over again from posting a job to screening employees? Interviewing and screening resumes all day every day is an expensive and extremely time-consuming process, good help is hard to find despite the fact that the applicant pool is larger and more competitive than ever.

When they are only required to fill the open position quicker, the vetting process is compromised which can lead to losses that could have been easily avoided by optimizing their hiring. Beyond the issue of taking the workload of hiring, there are instances where companies invest in the training and development of the new hire and they just end up leaving you with huge losses.

 

The solution:

Right now for contact center recruitments the most common hiring and recruitment techniques are to seek the candidates using social media and job sites. While these are right in their own way the problem is that the best candidates are either employed or linked with the best contact center recruitment agencies. Social media might be innovative in the early days of the internet and does hold some value even today, but to hire the best and retain them you need support that goes out of the box to bring you some hidden talent.

With staffing agencies, you don’t have to worry about overlooking anything. Too often, when hiring for a particular process the contact centers are not even aware of the skills they should be looking for in a particular employee. Needless to say, identifying and testing for critical skills is essential to add a top-quality talent to the list of your employees. At the end of the day, the number one reason a new employee does not work out is that they never should have been hired in the first place and the best way to ensure that you are hiring the right people is to choose the right staffing agency specializing in contact center recruitments.

 

The steps followed by staffing agencies will allow you to efficiently interview only the screened professionals which avoids wasting your time with people who will not be the best fit to handle customers, to begin with. They will screen and shortlist candidates according to the needs and requirements, without the companies actually having to spend time with each job seeker individually and reduce the turnover by hiring the right representative.