The only way to build a high-performing call center is to recruit the right employees who possess the attitudes and skills that suit your company culture. Your customer support reps play a crucial role in ensuring that you can achieve your organizational goals and stick to your standards of excellent performance. You should thus be […]
Despite recruiters’ best efforts to find skilled employees and get them to stay, 68% of human resource professionals are still having difficulties filling vacant positions in their organizations. The Society for Human Resource Management said this is an 18% point increase from the 2013 figure. Back then, only 50% of those surveyed reported having hiring […]
If you’re having a hard time filling vacant positions within your organization, it may be time to refine and improve your employer brand. The term “employer brand” is a relatively new one. It was first defined in the Journal of Brand Management in 1996 to refer to an organization’s reputation as an employer, and not […]
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 […]
Introverted and extroverted call center agents have a unique set of strengths and weaknesses when it comes to delivering customer service. It’s no surprise that contact center managers would usually hire agents based on their personalities. Extroverted applicants, who are generally seen as outgoing and at ease in groups, are usually favored over introverted ones, […]
