Only people uniquely qualified to fit an ideal contact center Communicator profile are going to stick around long enough to justify the investment made to hire and train them. After all, the turnover rate in the contact center industry is between 30 and 45 percent, compared to 15 percent overall for other U.S. industries. So, finding candidates with traits that match up with the job requirements should be a priority for contact centers that strive to provide stellar customer service.
After all, a contact center is only as good as its Communicators. So, how can you avoid wasting time, energy and money on Communicators who are ill-suited to the position?
First, realize the challenges you’re up against. The United States is host to approximately 5 million contact center jobs (with about 12 percent of those outsourced overseas). That makes the job of contact center Communicator one of the most common in the world, meaning that many businesses are competing for the same pool of workers.
The point is that contact center supervisors need to have high expectations when hiring Communicators despite these hurdles; elsewise, customer service and business as a whole will suffer. For instance, seek candidates with top-notch communication skills, speed and a willingness to go the extra mile for customers.
Beyond that, define your own ideal applicant. You can easily do this by assessing the qualifications possessed by your existing top Communicators and extrapolating those into your profile. Look for things like a capability for fast and efficient resolution of issues. According to the Avaya Preference Report, 41 percent of contact center users rate this skill as the most important factor influencing their perception of the interaction.
When interviewing candidates, how can you determine whether they possess these traits or any others you desire?
Asking the right questions will take you far. When assessing critical thinking, for instance, you might ask a candidate to describe his or her biggest challenge when interacting with customers, and how he or she resolves it when it comes up. This will give you insight into what a potential Communicator considers a challenge and how he or she works through a problem.
Here are some questions that’ll help you find the right hires for your contact center:
- What motivates you in the workplace? If they talk about wanting to help others overcome problems, you could have a good fit.
- How do you learn? It would be good to know that the candidate has an ability or technique for quickly absorbing new information. Customers have more confidence in Communicators who can answer their questions without pause (ostensibly, to look up information or ask a colleague).
- What does being a team player mean to you? Assertive and sociable Communicators can boost overall contact center performance and morale.
When you’re looking to make your next great hire, be sure to attract the right people, interview them thoroughly, and evaluate their skills accordingly—doing so may require more attention up front, but will undoubtedly save you time and money in the long run.