If you’re on the hunt for great talent, you’ll appreciate how time consuming the hiring process can be. This is the starting point to finding your next great employee, someone who will take part in influencing the company culture and success – that’s no easy feat. Unfortunately, the contact center space is one that experiences great churn, making the interview process even more critical. Take a moment to consider the cost associated with employee turnover, including interviewing, onboarding, and reduced productivity, just to name a few. This is a huge expense for call centers, and one that can be easily reduced.
There are a few things to keep in mind when building an A+ team of call center agents. First and foremost, make sure that you’re hiring the right people (that’s of course more difficult than it sounds). Once the right candidates are in place, the training becomes critical. We already know how monotonous a call center agent’s role can be but, by making the training process exciting and fun, you’re creating a better environment for everyone. Remember, it’s not just the initial training that’s important; creating a culture of continuous learning is also essential to the success of your contact center.
