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7 Great recruiting strategies

7 Great recruiting strategies

[fa icon="calendar"] Nov 28, 2012 6:27:49 AM / by Briana Songer

Briana Songer

Unfortunately, high turnover is simply accepted as normal within a call center. What many centers haven't mastered is the art of hiring. Well-managed job attraction is crucial if you want to hire the right people and reduce attrition. There are several strategies you can choose, so, what should you keep in mind the next time you're recruiting?Unfortunately, high turnover is simply accepted as normal within a call center. What many centers haven't mastered is the art of hiring. Well-managed job attraction is crucial if you want to hire the right people and reduce attrition. There are several strategies you can choose, so, what should you keep in mind the next time you're recruiting?
1. Ask your agents

You can find a huge source of valuable information and advice if you ask your existing agents what they would look for if they were the ones recruiting. You not only get their perspective in the contact center, but it helps keep them involved in the center's activities.

2. Announcements

Posting a job in the internet and newspaper can help you quickly fill positions, however they can bring in a large number of unqualified prospects. To help limit this, make your ad catch the eye of the talent you need. Bring out interest and emotion so the ad is directed to be about the person applying.

3. Personal vs Impersonal recruiting

Using recommended Personal sources are a great way to find quality people. Current staff have a good idea about the job requirements and have the ability to pre-screen the prospect. Interested prospects are able to informally ask more detailed questions about the job. Personal sources bring in higher-quality applicants, but at a slower pace.

Impersonal sources are from information with no human contact and may include internet and newspaper ads. However, the applicant is shown limited information and must find out more details at the interview, resulting in more time needed to screen. This can be a problem when a position is needed to be filled rapidly. Depending on the urgency, it's recommended to combine a mix of both recruiting methods.

4. Target your Website

Use the amount of time people spend on the web to your advantage when recruiting on your website. Here you can provide information about your call center culture, the nature of the job and create a realistic picture of what people can expect. An attractive and helpful employment website combined with audio, video and social networking (Facebook, Twitter and LinkedIn) is a great strategy to give a picture of the working environment.

5. Screen 'em out

So you have tons of resumes pouring in. While its nice to have a large interest, you need to weed them out based on levels of qualifications and talent. Check for gaping holes in work history, strange employment patterns and employee conditions. Unfortunately, resumes don't always speak the truth and can include confusing content, however a quick resume evaluation is inexpensive and saves you time with future interviews.

6. Roles and responsibilities

Before you can post a job, you have to be clear about what qualifications and other job elements you are requiring. Don't wait until you're actually offering the job to explain the terms, as many job prospects will be excited for an offer and may regret the decision later. Instead, during the interview give the basic information: salary, working hours, sick and holiday leave, dress code and other information. Explain your expectations too. See if they can work holidays, attend training etc. Then, let the person ask questions. All of this will give the person a clear understanding of exactly what you're looking for.

7. Career day

What better way to recruit people, than to invite them into your center. It's a great way for you to show off the call center culture and help others understand what is important to you. They can see where they will sit, the facility, programs and who they will work with. This extra planning will save you time and effort in the long run, since candidates can be pre-screened to help you make the right selection.

Many call centers have the dedicated staff to recruit new employees. However many others must devote precious energy. This means its critical to focus on at the beginning of the recruiting process to ensure you are getting quality applicants to build a talented call center workforce. A strategic recruiting program will attract talented people and decrease staff turnover.

1. Ask your agents

You can find a huge source of valuable information and advice if you ask your existing agents what they would look for if they were the ones recruiting. You not only get their perspective in the contact center, but it helps keep them involved in the center's activities.

2. Announcements

Posting a job in the internet and newspaper can help you quickly fill positions, however they can bring in a large number of unqualified prospects. To help limit this, make your ad catch the eye of the talent you need. Bring out interest and emotion so the ad is directed to be about the person applying.

3. Personal vs Impersonal recruiting

Using recommended Personal sources are a great way to find quality people. Current staff have a good idea about the job requirements and have the ability to pre-screen the prospect. Interested prospects are able to informally ask more detailed questions about the job. Personal sources bring in higher-quality applicants, but at a slower pace.

Impersonal sources are from information with no human contact and may include internet and newspaper ads. However, the applicant is shown limited information and must find out more details at the interview, resulting in more time needed to screen. This can be a problem when a position is needed to be filled rapidly. Depending on the urgency, it's recommended to combine a mix of both recruiting methods.

4. Target your Website

Use the amount of time people spend on the web to your advantage when recruiting on your website. Here you can provide information about your call center culture, the nature of the job and create a realistic picture of what people can expect. An attractive and helpful employment website combined with audio, video and social networking (Facebook, Twitter and LinkedIn) is a great strategy to give a picture of the working environment.

5. Screen 'em out

So you have tons of resumes pouring in. While its nice to have a large interest, you need to weed them out based on levels of qualifications and talent. Check for gaping holes in work history, strange employment patterns and employee conditions. Unfortunately, resumes don't always speak the truth and can include confusing content, however a quick resume evaluation is inexpensive and saves you time with future interviews.

6. Roles and responsibilities

Before you can post a job, you have to be clear about what qualifications and other job elements you are requiring. Don't wait until you're actually offering the job to explain the terms, as many job prospects will be excited for an offer and may regret the decision later. Instead, during the interview give the basic information: salary, working hours, sick and holiday leave, dress code and other information. Explain your expectations too. See if they can work holidays, attend training etc. Then, let the person ask questions. All of this will give the person a clear understanding of exactly what you're looking for.

7. Career day

What better way to recruit people, than to invite them into your center. It's a great way for you to show off the call center culture and help others understand what is important to you. They can see where they will sit, the facility, programs and who they will work with. This extra planning will save you time and effort in the long run, since candidates can be pre-screened to help you make the right selection.

Many call centers have the dedicated staff to recruit new employees. However many others must devote precious energy. This means its critical to focus on at the beginning of the recruiting process to ensure you are getting quality applicants to build a talented call center workforce. A strategic recruiting program will attract talented people and decrease staff turnover.

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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