Multilingual contact centre managers realise the key to success is having skilled, engaged and fast thinking agents manning the front lines of each campaign.
This is where the hiring program methods distinguish the great contact centres from the decent ones. If you want to provide excellent customer experience with highly engaged agents you need to treat the recruiting process like an agent retention tool and not like the usual agent acquisition process.
The widespread myth of “high turnover rates” is to blame.
Take your time
Careful and precise selection of the most qualified and committed candidates is the best way to reduce attrition among contact centre agents.
Customer service requires a plethora of soft and hard skills and it would be highly unwise to rush the whole recruitment process. Trying to quickly meet the contact centres staffing requirements will only be a waste of time and precious resources.
Screening and filtering are essential steps – don’t skip them.
Overconfidence will get you nowhere
Many contact centre managers make this rookie mistake, overconfidence is your biggest enemy when it comes to turnover rates. Even if your contact centre has an empathetic corporate culture that attracts many candidates, so many that there is always a line of “soon-to-be” agents waiting just outside the door to fill in for your front line “grunts” – it’s not the time to boast.
Having a long line of applicants doesn’t mean they’re all highly qualified and engaged.
Use the numbers to your advantage
Simply “stack the deck” in your favour, a large pool of candidates provides no advantage unless you have tools in place which will help filter out the real talent from replicas.
These tools include:
- a focused recruiting process
- screening and assessment techniques and technologies that pinpoint which candidate possess qualities to succeed in the dynamic multilingual contact centre environment
- realistic job previews, be clear on what is required from potential candidates
Having overbearing numbers of job applicants isn’t anything to brag about, especially in this economy. If you believe that long lines of candidates outside the office are a valid metric of how special your company is we’ve got bad news for you – it’s time to get off your high horse.
If agents are quitting despite the situation of the current job market it might be a sign of poor management
In order to form teams of highly engaged agents and forming a customer-centric climate, you need to view your hiring program as a powerful retention tool.