Hiring for a call center can be a complicated task. You operate on a limited budget, but still need to find a very specialized type of talent. A call center employee combines skills of a good salesperson, a good customer relations representative, and a front–line brand ambassador. Finding the right hire can feel like a search for a unicorn.
However, there is a way to narrow down the process. When interviewing for call-center help, you should focus on a handful of discreet skills.
Here is a list of the key competencies you should search for:
“Listening skills” may seem too basic to mention when discussing call center employees. However, the skill is more complicated than most people realize. Listening involves more than just hearing and responding to what the customer is saying.
Sometimes callers have trouble articulating their problem or don’t know what questions to ask in order to resolve their issue. A good call center employee will be able to read between the lines and figure out what the customer is trying to accomplish. That is the heart of a strong listener.
Good listening skills play into a much larger quality: empathy. A dynamite call center employee will feel for the people on the other end of the line. They will genuinely want to figure out their problems and work out a solution.
They say patience is a virtue. That’s especially true in a call center.
Few people like talking to company reps over the phone. Whether the call is geared towards sales or customer service, the people on the other end of the line are primed to lose their temper. As such, your call center employees need to stay calm no matter what happens.
Call center employees have to remain quick on their feet. They need to be able to answer questions and respond to requests quickly and efficiently. Customers get annoyed at delays, like those caused by employees having to look up product information or check procedures.
For these reasons, call center workers need excellent memories to reach their highest potential. They should be able to recall product specs and implement policies without needing time–consuming guidance.
Call center employees represent your front line in terms of customer relations. In other words, they embody your brand. As such, you need them to present the right attitude.
All this means that call center workers need more than the right skills. They need the right personality, as well. As you interview possible hires, give preference for people who naturally exude energy and positivity.
Products and policies can change at a moment’s notice. To maintain your competitive edge, you have to keep up with an evolving market. As your prime customer-facing representatives, your call center workers need to keep up with these changes.
Your reps should be able to learn and to internalize updated information quickly. This way, they can relay that new data reliably to the people calling. This flexibility allows you to adapt over time and drive sustainable growth.
Finding call center employees who display all these traits presents a significant challenge. It helps to have a partner. By teaming with a top-ranked recruiting firm, like SmartTalent, you can find the right people to upgrade your staff.
Contact SmartTalent today to find out more.