Everybody is different in some or the other way. Some people can do certain things better than others while some are experts in certain areas. If you can judge the strengths of a person then it would be much easier for you to hire them for your business requirements. Customer service is an entirely different field which requires certain skills or qualities in a person. Hire the right people who have the right set of qualities and you will automatically deliver highly satisfactory customer services.
Here are some of the tips that would help call centers in hiring the right agents:
Get Involved: Most of the call centers just throw the issue of hiring at HR department and expect them to hire the candidates. However, this is not the right way. The people who are directly involved with the customer service should take an active part in the hiring process as they have the right knowledge for the task.
The Right Interview Questions: Make sure that you ask the right questions when you are interviewing candidates for agent profile. Ask them what they think about great customer service and how it should be done. Their views on such topics would help you in understanding whether they are right for your contact center or not.
Hire Them for Their Attitude and Then Train them For Skills: Skills can always be developed in a person through proper training. However, you cannot change the attitude of a person. It is the attitude and the way a person thinks that defines whether he is good for a particular role or not. Hire the people with the right attitude for the job and then train them for skills required for the work.
Call centers should understand that their agents are the most important entity for them and without them it won’t be possible for them to deliver any services. The quality of these agents would actually determine the quality of customer support services that you can offer. Making right decision at the very initial stage, i.e. hiring, would ensure that you are able to provide best customer services.