If you’re staffing a program for your call center or adding an admin to answer the phones, you want the best people possible. Here’s how to tweak your recruitment strategies to get the best talent.
Hiring exceptional contact center agents is crucial for delivering excellent customer service and maintaining high productivity levels. Traditional recruitment methods may not always yield the desired results, making it essential for contact center recruiting teams to employ creative strategies to attract top talent.
By implementing innovative approaches, call centers can enhance their recruitment process and build a strong team of skilled and motivated contact center agents.
Call Center Agents: The Backbone of Customer Service
Call center agents are the frontline representatives of a company, handling customer inquiries, resolving issues, and providing assistance. They play a vital role in delivering excellent customer service and building positive relationships with customers. Call center agents are also known as customer service agents or contact center agents. Their primary responsibility is to ensure customer satisfaction while maintaining professionalism and efficiency.
Hiring for a Call Center in the Philippines
The Philippines has become a prominent hub for call centers, thanks to its English-speaking workforce, cultural affinity with Western countries, and favorable business environment.
The demand for call center agents in the Philippines remains high, presenting excellent opportunities for job seekers in the country.
Becoming a call center agent typically requires fluency in English, strong communication skills, and the ability to handle customer inquiries and provide exceptional customer service. Call centers in the Philippines offer attractive benefits such as competitive salaries, career growth opportunities, and flexible working hours, making the industry an appealing career choice for many.
Basic Pay in Philippine Call Centers
The basic pay for call center agents in the Philippines varies depending on factors such as experience, skills, and the type of call center.
On average, entry-level call center agents can expect a starting salary ranging from PHP 15,000 ($268) to PHP 20,000 ($356) per month. As agents gain experience and expertise, their salaries can increase significantly. Moreover, call centers often provide additional incentives and benefits such as performance bonuses, healthcare coverage, and career development opportunities.
Recruiting for Call Centers: The Role of a Recruiter
The recruiter is responsible for identifying, attracting, and selecting qualified candidates for call center agent positions. They play a crucial role in ensuring the contact center recruitment process is efficient, effective, and aligned with the company’s goals and values.
A good agency recruiter should have a deep understanding of the call center industry, possess strong communication and interpersonal skills, and be adept at sourcing and evaluating potential candidates. By effectively screening and selecting interested candidates, recruiters contribute to building a strong and capable call center team.
Qualifications for Call Center Employment
During the call center agent hiring process, candidates typically need to meet certain qualifications.
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Excellent Communication Skills
Call center employees must possess strong verbal and written communication skills to effectively interact with customers and convey information clearly.
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Fluency in the Required Language
Typically, hiring managers look for applicants with native-level fluency in English. Depending on the call center’s target market, however, proficiency in other languages is also crucial for effective customer communication. This is especially for multilingual call centers.
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Active Listening Skills
Within the hiring process, call center employees must display the ability to listen attentively to customers, understand their needs, and provide appropriate solutions or assistance.
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Empathy and Customer Service Orientation
A customer-centric approach is vital in call center roles. Employees should be empathetic, patient, and able to handle customer inquiries or complaints with a positive attitude.
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Problem-Solving Abilities
To pre-screen candidates, a hiring manager must find call center employees with strong problem-solving skills to quickly analyze customer issues and find effective solutions while adhering to company policies and procedures.
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Multi-Tasking Skills
Contact center company culture and call center environments can be fast-paced and require employees to handle multiple tasks simultaneously. Strong multi-tasking abilities are essential to efficiently manage customer interactions and systems.
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Technical Proficiency
Technical skills include basic computer proficiency and familiarity with call center software and systems are important qualifications. Great employees should be comfortable navigating computer applications, typing, and troubleshooting basic technical issues.
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Adaptability and Flexibility
Call center employees must be adaptable to changing situations and their adapted corporate culture. They should be able to handle varying customer demands, including flexible shifts, including evenings, weekends, and holidays, may also be required.
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Teamwork and Collaboration
Great employees must have the ability to work effectively in a team environment. This is a crucial quality that hiring managers must find in call center employees. Collaboration with among current employees and colleagues and sharing knowledge to provide consistent service is essential.
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Patience and Resilience
Dealing with challenging customer situations and repetitive inquiries can be mentally demanding. Even current employees find these challenging. Patience and resilience help call center employees maintain a positive attitude and handle difficult interactions professionally.
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Time Management Skills
Effective time management is necessary to handle a high volume of calls and ensure timely resolution of customer issues while adhering to service level agreements.
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Cultural Sensitivity
Potential employees should possess cultural sensitivity and awareness to provide respectful and inclusive customer experiences, particularly for global or multicultural call center customers.
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Attention to Detail
During the hiring process, hiring managers need to find applicants who pay attention to detail. This is crucial for accurately recording customer information, following processes, and providing precise solutions.
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Conflict Resolution Skills
Resolving conflicts and managing irate customers is part of a great employee’s role. The ability to stay calm, diffuse tense situations, and find resolutions is essential.
It’s important to note that specific qualifications may vary depending on the type of call center and industry. Employers may have additional requirements based on their unique needs and customer base.
Common Recruiting Strategies for Call Centers
Developing a comprehensive contact center recruiting strategy is essential for attracting great call center agents. Here are some key strategies to consider:
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Creative Job Postings
Crafting compelling and engaging job postings is crucial for attracting potential candidates. Use clear and concise language to describe the job requirements, responsibilities, and the unique aspects of the company’s culture. Highlight career growth opportunities, benefits, and any distinctive features that set your call center apart from others.
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Employee Referral Program
Implement an employee referral program to tap into the network of your current contact center agents. Offer incentives, such as cash bonuses or additional vacation days, to employees who refer qualified candidates. Employees can serve as brand ambassadors, sharing positive experiences and encouraging talented individuals to apply.
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Online Job Boards and Social Media
Utilize online job boards and social media platforms to reach a wide pool of potential candidates. Advertise job openings through targeted online channels, leveraging keywords and job listing filters that align with the desired candidate profile. Engage with job seekers through social media platforms to build awareness and attract potential candidates.
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Recruitment Events and Job Fairs
Participate in recruitment events and job fairs specifically targeting the call center industry. These events provide an opportunity to interact directly with job seekers, showcase your contact center company culture, and conduct initial screenings or interviews. Be prepared to answer questions, provide information, and make a positive impression on potential candidates.
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Skills Assessments and Role-Playing
Incorporate skills assessments and role-playing exercises into the recruitment process to evaluate interested candidates’ abilities to handle customer interactions effectively. Simulated scenarios can assess their problem-solving skills, communication style, and ability to handle challenging situations. This approach provides insights into candidates’ suitability for the role and their potential to excel in a contact center environment.
What Are Some Creative Recruiting Ideas for BPOs?
Here are some creative recruiting ideas for Business Process Outsourcing (BPO) companies:
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Employee Referral Program Contests
To encourage employees to refer candidates, BPO companies can hold referral contests. They can offer prizes or incentives to the employees who refer the most qualified candidates who get hired.
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Social Media Influencers
BPO companies can partner with social media influencers in the Philippines to promote their job openings. Social media influencers can create content that showcases the company’s culture and work environment to their followers, which can help attract potential candidates. -
Hackathons
BPO companies can organize hackathons that challenge candidates to solve real-world problems related to the company’s industry. This can help identify and recruit talented individuals who have the skills and creativity required for the job.
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Talent Shows
BPO companies can organize talent shows that showcase the skills and talents of potential candidates. This can help identify individuals who have unique skills and talents that can be leveraged in the job they’re applying for.
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Mobile Recruitment
BPO companies can leverage mobile technology to recruit candidates. They can create mobile apps that allow candidates to apply for jobs, schedule interviews, and receive job alerts on their mobile devices.
Overall, BPO companies can be creative in their recruiting efforts to attract and retain top talent in a highly competitive industry. By leveraging technology and creating unique experiences for candidates, they can stand out in a crowded field and attract the best candidates for the job.
Red Flags to Avoid in Potential Employees
In the contact center recruiting process, it is essential for contact centers to identify and avoid certain types of applicants who may not be well-suited for the job. Carefully screening potential employees must be a priority in your center recruiting strategy. This will ensure that you select candidates who are most likely to succeed in the role and contribute positively to the organization.
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Unreliable or Inconsistent Applicants
Contact centers should be cautious of applicants who have a history of frequent job changes or gaps in their employment history. Such candidates may demonstrate a lack of commitment or reliability, which can impact their performance and longevity in the role.
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Poor Communication Skills
Applicants strive to acquire skills needed to receive an exciting job opportunity in available job openings. The recruiting process should give you the chance to pre-screen candidates and avoid those who demonstrate poor grammar, limited language proficiency, or difficulty expressing themselves clearly may struggle to provide satisfactory customer service. Strong communication skills are crucial for building rapport, understanding customer needs, and resolving inquiries effectively.
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Lack of Empathy or Customer Service Orientation
Contact center agents need to possess a customer-centric mindset and the ability to empathize with customers’ concerns. Applicants who display a lack of empathy or a poor attitude toward customer service during the interview process may not be suitable for a role that requires providing positive experiences and resolving issues with patience and understanding.
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Inability to Handle Stressful Situations
Working in a contact center can be demanding, with strict corporate culture, high call volumes, challenging customer interactions, and tight deadlines. During an in-person interview, applicants who demonstrate an inability to handle stress or become easily overwhelmed may struggle to meet the demands of the job. Contact centers should look for candidates who can remain calm, composed, and focused under pressure.
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Lack of Technical Aptitude
Contact centers heavily rely on technology and software applications to manage customer interactions. Applicants who demonstrate a limited understanding of basic computer skills, struggle with navigation or typing, or have difficulty adapting to new technologies may not be well-equipped to handle the technical aspects of the job.
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Negative Work History or References
Contact centers should carefully review an applicant’s work history and contact previous employers for references. A pattern of negative feedback, disciplinary issues, or poor performance evaluations may indicate potential challenges in the candidate’s ability to succeed in a contact center environment.
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Lack of Commitment to Continuous Learning
Contact centers often undergo changes in processes, systems, products, or even company culture. Applicants who show resistance to learning new skills, lack curiosity, or fail to demonstrate a commitment to ongoing professional development may struggle to adapt to these changes and contribute to the organization’s growth.
By identifying and avoiding applicants who possess these characteristics, your contact center’s recruitment efforts can enhance your center recruiting strategy and increase the likelihood of hiring candidates who are well-suited for the role.
Not only does your organization quickly fill positions, but this approach ensures you can confidently fill positions with the applicants that align with the company’s culture, possess the necessary skills and qualities, and have the potential to become valuable assets within the contact center organization.
Applying the Strategies for Effective Call Center Agents
To be an efficient and effective call center agent, it’s essential to apply the recruitment strategies mentioned above in your own job search.
- Seek out job opportunities through online job boards, social media platforms, and company websites.
- Tailor your resume and cover letter to highlight your communication skills, problem-solving abilities, and customer service experience.
- Research potential employers to understand their company culture and values, and align your application with their requirements.
- During interviews, demonstrate active listening, empathy, and a customer-focused mindset.
By effectively applying these strategies, you can increase your chances of securing a fulfilling and successful call center job.
Employee Retention Best Practices
Whether you managed to gather your applicant pool or current and prospective employees via job online listings or by applying the abovementioned center recruiting strategy, you need to focus your time and resources on employee retention. It is a crucial aspect of call center management as it helps ensure continuity, productivity, and customer satisfaction. To keep your satisfied employees happy, call centers can focus on employee engagement and effective management practices.
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Foster Current Employee Engagement
Actively involve current employees in decision-making processes, seeking their input on issues that directly affect their work. Encourage open communication channels, providing opportunities for your existing team to share their ideas, concerns, and suggestions. Regularly solicit feedback through surveys, focus groups, or one-on-one meetings to understand employee needs and address any challenges they may be facing.
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Create a Positive Work Environment
A positive work environment plays a vital role in employee satisfaction and retention. Offer a supportive atmosphere where employees feel valued, respected, and appreciated for their contributions. Recognize and reward achievements and provide opportunities for growth and development. Foster a culture of group interactions via collaboration, teamwork, and mutual support.
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Arrange Group Interactions
Organize team-building activities, social events, and group interactions to strengthen bonds among employees. These activities can help foster a sense of camaraderie, boost morale, and create a positive work culture. Consider thought-provoking games or activities that encourage problem-solving, creativity, and teamwork.
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Provide Opportunities for Learning and Development
Invest in skills development and encourage your team to attend training programs to enhance their skills and knowledge. Offer professional development opportunities through coaching, mentoring, and other thought-provoking games to help employees grow in their roles.
Support employees in acquiring basic field knowledge and staying up-to-date with industry trends, technologies, and best practices.
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Maintain Competitive Compensation and Benefits
Ensure that your call center offers competitive salaries and benefits packages. Regularly review and benchmark compensation to attract and retain top talent. Additionally, consider offering incentives, performance bonuses, or commission structures to reward exceptional performance.
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Support Work-Life Integration
Recognize the importance of work-life balance for employee well-being and job satisfaction. Provide flexible scheduling options, whenever possible, to accommodate personal obligations or preferences.
Implement policies that promote a healthy work-life integration, such as telecommuting or work flexible shifts.
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Establish Career Progression Paths
Demonstrate a clear path for career growth within the call center. Create opportunities for advancement, whether it’s through promotions, lateral moves, or expanded responsibilities. Provide guidance and support to interested candidates who want to develop their skills and advance their careers within the organization.
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Regularly Communicate Organizational Updates
Keep employees informed about company news, changes, and initiatives. Transparent and regular communication builds trust and helps employees feel engaged and connected to the organization’s goals and direction. Take a mass posting approach by utilizing various communication channels such as town hall meetings, newsletters, or intranet platforms to disseminate information.
Remember, each call center is unique with its company’s distinct cultural differentiators, so it’s important to tailor employee engagement and management strategies to your organization’s specific needs and culture. By fostering a supportive and engaging work environment, providing opportunities for growth, and recognizing employee contributions, call centers can create a positive workplace that attracts and retains talented individuals.
Letting an Outsourcing Call Centers Locate Great Employees
Outsourcing call centers provide numerous benefits for businesses seeking to enhance their customer service operations. By partnering with a reputable contact center company, brands can leverage the expertise and infrastructure of established call centers.
Outsourcing call centers offer access to a large talent pool of skilled contact center agents, reducing the recruitment burden on the organization.
Furthermore, outsourcing allows businesses to focus on their core competencies while ensuring that customer service needs are met by dedicated professionals.
Businesses can put aside their worries over recruiting agents when they outsource their call center needs to BPO companies offering scalable solutions. Open Access BPO‘s scalable process can provide brands with a highly skilled and expertly trained workforce attending to their customers within 30 days.
Send us a message today to set up your own team of call center agents.
