Great agents aren’t just important to call centers, they’re essential. Hiring committed, motivated, and qualified agents helps your contact center achieve its purpose.

On the flip side, hiring the wrong agents can be detrimental and costly. In fact, 27% of employers said that just one bad hire costs more than $50,000. Good call center managers instinctively know this, especially since 95% of a manager’s success resides in the ability to select the right people.

It’s key to ask the right questions during the interview, ones that help determine whether a candidate possess certain competencies. Here are the top 10 interviewing questions that are sure to lead your call center to the best agent for the job. Continue reading →