Recruitment in Contact Centers

Qualities that contact centers look for in prospective agents:

• customer focus

• empathy

• responsibility

• problem-solving

• ability to understand and follow instructions

• critical thinking

• advanced PC skills or even hi-tech

Common agent recruiting methods within a contact center:

• employee referrals

• online recruiting via own corporate Web site (career section)

• advertisements in a local or regional newspapers

• online recruiting via job banks site

• employment agencies

Usually, the recruitment process takes the candidates through telephone resumes, interviews, face-to-face interviews and references from past employers.

 

Learn More About: 

The media techniques for lead acquisition

Lead Acquisition Using New Media Techniques

Factors to consider when calculating the contact or call center ROI

Calculating Contact-Call Center ROI - How Do You Measure The Value Of Customer Satisfaction?

How to reduce costs and increase customer satisfaction.

Contact Center Analytics: Driving Greater Efficiency, Higher Revenue, and Increased Customer Satisfaction

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