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Will You Add? - Who’s Picking Who? A Closer Look At The Call Center Recruitment Process
Advertising is the life blood of any business, no matter how big or how small. So, the problem is how to make ones advertising dollar get the most bang for the buck. It's not enough to advertise. Your advertising must be effective. Check out the following ways to advertise for little or no cost.Having a Website - The age of the internet has expanded the possibility of owning your own business to an almost unlimited number of people. It also has expanded the advertising audience to a tremendous amount of new people, world wide, who otherwise you would never have been able to reach. Things like link exchanges and article submissions allow you to get exposure to your website with no cost except for your time. The advantage of a website is that it centralizes all your business and products into one central location. It gives you somewhere to s
We’ve all seen this play out on stage where the wrong actors are in search of the right play or in the field of sports whe
Brazilians seek long term relationships. Though profits are very important, it is almost always a secondary issue after personal relationships. A foreign company which enters the Brazilian market with such intentions, and which always stresses that they are there to establish long-lasting relations, has tremendous competitive advantage.Brazilians have a very strong culture of importing and exporting. Over time, they have developed a sense that there is a whole world out there, which they are willing to reach through both imports and exports. The idea of taking and giving is very strong.Business MeetingsIn a meeting, shake hands with and greet each person individually; never walk in and acknowledge everyone all at once. If you know the order of status then shake hands from highest to lowest.Always be on time for an appo
A good cast can make or break even a challenging script and the same applies to building a call center.
In spite of this fact, it is surprising how often the staffing of call centers lack any systematic method for accomplishing this very important function.
As consultants, we witnessed how often employees were selected for strange reasons. Nepotism can abound and employee referrals or friends who were given a ‘bye’ in the selection process, were hired because of someone they knew.
Frequently, existing screening methods were pushed aside when staffing needs were critically short – and warm bodies became the only real requirement to fill call center seats as quickly as possible. In many cases, it seemed even the interviewee seized the day taking control of the hiring process and selecting the employer rather then the other way around. Hence – the question “Who’s Picking Who”?
In the absence of any formal selection process, interviews turn into friendly conversations that can lead wherever the most assertive person wants to take it.
We’ve all seen this play out on stage where the wrong actors are in search of the right play or in the field of sports wher
Are you in need of extra office space but not happy to move? Want to improve the first impression your office makes on visitors? Then it is time to look at the key areas to address when planning an office upgrade. From the evaluation and planning stage, through design, implementation and completion, there are many large steps to take and many decisions to address, to ensure that your office refurbishment project meets your requirements.These include planning and project evaluation, interior design (including placement of partitions, plumbing, ceilings and walls), communications installations (phone, fax, external networking) and data cabling, and furniture and equipment. As part of this process, of course, attention is needed on latest environmental and health and safety regulations.Preliminary Evaluation and Feasibilityfact, it is surprising how often the staffing of call centers lack any systematic method for accomplishing this very important function.
As consultants, we witnessed how often employees were selected for strange reasons. Nepotism can abound and employee referrals or friends who were given a ‘bye’ in the selection process, were hired because of someone they knew.
Frequently, existing screening methods were pushed aside when staffing needs were critically short – and warm bodies became the only real requirement to fill call center seats as quickly as possible. In many cases, it seemed even the interviewee seized the day taking control of the hiring process and selecting the employer rather then the other way around. Hence – the question “Who’s Picking Who”?
In the absence of any formal selection process, interviews turn into friendly conversations that can lead wherever the most assertive person wants to take it.
We’ve all seen this play out on stage where the wrong actors are in search of the right play or in the field of sports whe
When you need system integration, do you handle it yourself or pass it on to a specializing firm? If you are one of the many that handle this process yourself, you may want to rethink just why you do this and if it is the right choice for you. Many skilled individuals even pass off the process to others simply because of the time and investment that is needed. What do you do with your system integration needs?Here are some things to question about whether or not you should be handling these needs or looking for someone else to do it.• Beyond everything else, knowledge is power. If you are not sure you can handle the task in front of you, then finding someone that can is an easy reason to look elsewhere. There are any number of companies that can provide knowledgeable service to your needs.• But, that is not all in the le
Frequently, existing screening methods were pushed aside when staffing needs were critically short – and warm bodies became the only real requirement to fill call center seats as quickly as possible. In many cases, it seemed even the interviewee seized the day taking control of the hiring process and selecting the employer rather then the other way around. Hence – the question “Who’s Picking Who”?
In the absence of any formal selection process, interviews turn into friendly conversations that can lead wherever the most assertive person wants to take it.
We’ve all seen this play out on stage where the wrong actors are in search of the right play or in the field of sports whe
What if your customer service policy says one thing and your management says another? Recently a friend in the retail business told me of a number of cases when a customer would ask for something that was specifically against the policy of the store, for example, their money back after the 90 day deadline, etc. In every case, after the Customer Service rep said no, the customer complained to the Store Manager, who immediately overrode the policy and gave the customer what they wanted.What you need to do is COORDINATE YOUR POLICIES. Overriding the very rules you put in place only makes your front line staff look bad. Either change the rules or stop changing them every time someone whines loud enough.Now, I have no problem making the customer happy, but why have a policy you don't enforce? Would it not be better to drop the rul
In the absence of any formal selection process, interviews turn into friendly conversations that can lead wherever the most assertive person wants to take it.
We’ve all seen this play out on stage where the wrong actors are in search of the right play or in the field of sports whe
It is estimated that over 40 million workers in the United States had to receive emergency medical treatment for workplace-related injuries in the year 2003. This is a staggering number when one considers the efforts most companies have put into maintaining a safe workplace. In modern times, a number of companies have been found liable for injuries sustained in their places of business. There is a relationship that exists between workplace safety and profitability.Every company, especially those involved in industrial manufacturing, is constantly looking at ways to continuously improve their products and processes. They realize that their profits are directly related to the ways and means by which they produce their products. Unfortunately, too many companies get caught up in drive for higher profits and tend to allow workplace safety
We’ve all seen this play out on stage where the wrong actors are in search of the right play or in the field of sports where individual athletes are miscast and consequently, team performance suffers.
In the call center world the wrong people rarely perform well as a team even if the work that they are doing is part of a winning project.
The following case study illustrates some of the lessons we learned from our consulting experience and how we used our experience to shape a selection process that evolved at our call center company over a 10 year period.
Evolution of the Call Center Industry Recruitment Process:
Separating the best from the rest
At our call center company in the 80’s, telemarketing campaigns were usually conducted with less than a half dozen trained representatives. Consequently the recruitment needs were very manageable.
Recruitment consisted of local advertising insertions and interviews were handled by staff that wore many hats including supervising and training.
As the company grew in response to growing market demands our recruitment and selection methods evolved to meet those needs.
Even from the start ou
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