Customer service-oriented recruiters: Where excellent hiring starts

OABPO Blog Team Published on July 14, 2014

human-resources-HR-hiring-customer-service-job-applicants--Open-Access-BPO
Every contact center in the Philippines needs quality assurance not just for employee performance, but also for separating excellent hires from unqualified candidates. For recruiters to execute this role fully, they need to apply customer service principles in their hiring practice.
Successful call centers bank on their human resource (HR) department because they know how important the HR’s role is in hiring competent individuals who can serve as company assets and drive the business to success.

Given that recruitment and employee retention are big challenges in the call center trade, the need to make recruiters customer-oriented has gained greater emphasis as well. In other words, call center recruiters must also have good customer service skills in order to attract excellent customer service representatives (CSR).

human-resources-HR-interviewing-customer-service-job-applicants--Open-Access-BPO

Why it makes sense

Recruiters don t interact with customers, so why do they have to be customer-centric? It’s because recruitment itself is a customer service function: HR personnel and recruiters are the most important point of contact between the company and prospecting hires. They are frontline employees like CSRs. Their attitude and performance can determine whether they can supply the company with job jumpers or future industry leaders. That’s pretty much how customer service agents work, right? The only difference is that CSRs take care of actual buyers in place of job applicants.

Jobseekers are essentially customers

Applicants approach companies with hopes of landing a position inside the organization. When you look at it on the surface, they’re the ones who need something from the company, unlike customers who fuel the profit inflow. But the truth is that they should be given topnotch customer service too.
As we’ve pointed out above, these jobseekers are actually important for expanding call centers with many vacancies to fill immediately. And since outsourcing is a booming business, candidates can easily move on to the next choice, or worse, discourage others from applying because of the neglect they felt during the recruitment process. In customer service, this can be as detrimental as customer attrition due to negative word-of-mouth marketing.

Applying customer service principles in recruitment

human-resources-HR-hiring-customer-service-job-applicants--Open-Access-BPO--

What do customers hate most when transacting with a call center agent? The top peeves that always come to mind first are being put on hold, getting transferred multiple times, and getting no responses. These are the same concerns that drive possibly brilliant applicants away and earn the company a bad rep.
Sadly, these mistakes are also common in busy HR offices with a long list of candidates to entertain. They sometimes fail to update application statuses while prioritizing seemingly bigger hires. Still, it should be common practice to let a jobseeker know if he is still considered for the position, if he didn’t make the cut, or if there’s an estimate as to how long he should wait for a definite answer.

This means active communication from the recruiters’ end and providing aspirants with enough resources containing the company’s hiring process and contact channels. Of course, the interview process itself should exude customer service attitude and apply customer-centric practices so that the recruiters could tell early on who has great promise in fitting in the workplace. What should recruiters do to make the big catch? Find out in the second part of this article where we’ll share interview questions that good call center agents must be able to ace.

Join us on facebook
Open Access BPO 21 hours ago
Understanding your consumers' needs enables you to:
• improve the #CustomerExperience;
• earn customer loyalty;
• devise better marketing strategies;
• grow your demographic; and
• increase your revenues.

Here are 5 methods that can help your business have better knowledge of your customers' needs: https://buff.ly/3IWIQPC

----------
Partner only with an outsourcer with the expertise, resources, and manpower your brand needs: https://buff.ly/3PG8V9v

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
Open Access BPO 23 hours ago
𝐁𝐫𝐞𝐚𝐤𝐢𝐧𝐠 𝐛𝐚𝐝 𝐧𝐞𝐰𝐬 𝐢𝐬 𝐧𝐞𝐯𝐞𝐫 𝐞𝐚𝐬𝐲, 𝐛𝐮𝐭 𝐢𝐭'𝐬 𝐚 𝐜𝐫𝐮𝐜𝐢𝐚𝐥 𝐬𝐤𝐢𝐥𝐥 𝐟𝐨𝐫 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬𝐞𝐬 𝐭𝐨 𝐦𝐚𝐬𝐭𝐞𝐫.

Our blog post provides you expert tips and strategies to help you handle these situations with empathy and professionalism.

Discover effective strategies and best practices to ensure your communication remains clear, respectful, and compassionate: https://buff.ly/3PzDMVm

----------
Deliver exceptional #CustomerExperience with our services to ensure #CustomerRetention and foster brand loyalty: https://buff.ly/49cyrdm

#WeSpeakYourLanguage
#CustomerSupport #CX #CSat
#outsourcing #CustomerSatisfaction
Open Access BPO Yesterday
Your team embodies your brand to customers, from representing your values to delivering a top-notch experience.

That's why hiring those who match your brand's promise is a must. Otherwise, their inadequacies will misrepresent you as an unreliable company.

𝐇𝐞𝐫𝐞'𝐬 𝐡𝐨𝐰 𝐫𝐞𝐜𝐫𝐮𝐢𝐭𝐦𝐞𝐧𝐭 𝐚𝐟𝐟𝐞𝐜𝐭𝐬 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞:
https://buff.ly/3TSCwPJ

----------
Outsourcing with us today and get a team of dedicated experts for your business needs.
We develop programs from the ground up to ensure each process and solution matches with your brand’s needs and deeply addresses your customers' demands.

Contact us today and let our program developers know what your goals are, and we’ll help you get there: https://buff.ly/499VtSb

#WeSpeakYourLanguage
#CustomerSupport #CallCenters
#CX #oustourcing #recruitment
Open Access BPO Yesterday
Unresolved #CustomerService issues cause repeat complaints, which can have severe consequences like:
• customer dissatisfaction;
• loss of sales opportunities;
• increase in #CX expenses; and
• a blow to your brand reputation.

Minimize repeat complaints and elevate #CustomerSatisfaction and loyalty with these invaluable #CustomerExperience tips:
https://buff.ly/4962400

----------
Heighten CX by partnering with the right industry expert: https://buff.ly/3Tx9aoC

#WeSpeakYourLanguage
#CSat #CustomerSupport
Open Access BPO 6 days ago
No matter how popular your brand is, losing customers is something you can't avoid.

But instead of panicking and worrying incessantly when your customers start leaving, face the situation with an open mind and learn: https://buff.ly/490iW8d

----------
Prevent customer churn with our smart #CustomerExperience solutions: https://buff.ly/3TK5Jfl

#WeSpeakYourLanguage
#CustomerSatisfaction #CSat #CX
Open Access BPO 6 days ago
#𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐒𝐚𝐭𝐢𝐬𝐟𝐚𝐜𝐭𝐢𝐨𝐧 𝐢𝐬 𝐦𝐨𝐫𝐞 𝐭𝐡𝐚𝐧 𝐣𝐮𝐬𝐭 𝐚 𝐧𝐢𝐜𝐞-𝐭𝐨-𝐡𝐚𝐯𝐞; 𝐢𝐭'𝐬 𝐚 𝐦𝐮𝐬𝐭-𝐡𝐚𝐯𝐞.
Happy customers become loyal customers, and they're more likely to spread the good word about your brand.

But if you want to keep your customers happy, you need to avoid these cardinal sins: https://buff.ly/3x8omB6

---------
Let's start building a #CustomerService program that addresses your needs head-on: https://buff.ly/3TLqV4U

#WeSpeakYourLanguage
#CustomerSupport #CX
#CustomerExperience #CSat
Open Access BPO