How does recruitment work in a call center?

[samueljon]

With over 35 years in the field of customer relations, email data call center recruitment has been constantly evolving. This evolution is mainly due to the various changes in consumer behavior. For several years now that we have been in digital transition, consumption patterns have undergone a real revolution. No more aggressive approaches, no more lies, no more brand/customer ascendancy. Today, it is the customer who has the power and who can make you a king or a pariah. Indeed, the power of the web and e-reputation can lead to this type of action on the part of customers.

Call center recruitment has a double impact, because it is most often outsourced. Therefore, call center recruitment must suit both the service provider and the end customer. Because yes, it is the image of the end customer that is important, this image that allows a healthy customer relationship.

Choosing an outsourced call center therefore involves knowing its employees. However, one question remains: how does a good recruitment in a call center take place?
Recruiting well for call centers is necessary if you want to implement an effective customer relationship strategy. The recruitment of call center agents responds, as mentioned in the introduction, to the various changes in consumption patterns. Indeed, today ¾ of purchasing decisions are made through web searches. A call center must therefore digitalize its processes and have agents oriented in this direction.

Recruiting a good agent, apart from their digital skills, also involves added economic value. Indeed, if they can have a high pick-up rate while finding deals or finding a solution for a customer. Whether you are in B2C or B2B, the economic dimension of outsourcing your call center is a good operation because you will not have to:

Manage staff
Managing issues with end users
Implement processes
Apply an effective methodology while moving away from the good old script that must be followed to the letter
Recruitment in a call center like ours goes through different stages. The objective of all these stages is to find the candidate capable of being the image of your client. This candidate must meet the:

Customer requirements so that they can be the brand relay to consumers
Knowledge of the market and the environment
And of course the DNA of the client and the service provider.
Call center recruitment responds to a demand generated most often via the web or prospecting. During the first exchanges, we try to understand, analyze and target their needs with them. The objective is to offer a fair and adapted service.

In terms of the number of calls, a call center agent answers between 30 and 100 calls per day. This number of calls managed, allows to offer an ideal customer relations service, meeting customer requirements. Therefore, finding the ideal employer for us is:

An agent who has specific knowledge of a core business. Unlike other, more low-cost call centers, we focus on the human side. It is important to us that this relationship is on an equal level and that our agent is able to quickly understand and analyze a situation.
This same agent must have a sense of priorities, that is to say, think about the customers he works for. His goal is to have the best possible ROI and above all a high satisfaction rate, even one that approaches 100%.
Understanding and adaptability, because each customer does not understand in the same way what a technician says.
Making a good call center recruitment is measured, and this, by its importance. It is indeed essential that there is trust and mutual satisfaction between a client and its service provider. The client wants a quick or even immediate return on investment.

Call center KPIs are measured as follows:

QOS or Quality of Service which we could compare to the pick-up rate.
The customer satisfaction rate that lets you know if you are in line with customer expectations
Evaluations on the web. If you see an evolution in your e-reputation, it means that the customer relations work is good.
To learn a little more about how to measure customer satisfaction, don't hesitate to watch the following video.