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During the interview process, it is essential to be open and honest about the job requirements and environment, getting back to the good, the bad and the ugly.
For how many hours will a rep be on the phone each day? What breaks are offered? What is the atmosphere like? Is your call center a hub of activity with row upon row of agents using state-of-the art equipment? What are the downsides or problems that cause some reps not to succeed? How will each rep be evaluated? What key performance indicators (KPIs) are measured? How closely is each rep monitored? Will the applicant be comfortable with the level of monitoring and oversight your company employs? And what rewards and promotions are available for achieving peak performance?
Call Center Success
As you know, your call center agents and customer service reps are on the frontlines everyday and key to your company’s success. To ensure their success, always remember to be realistic about expectations. Be thorough with your training. Listen to your agents about what’s working well and what’s not. Share that feedback with upper management, and get the support you need all the way up in the C-suite.
And of course, provide the high quality tools your reps need -- from comfortable, quality headsets and unified communication systems, to efficient computers and call center programs, and ergonomic office furnishings that can make all the difference.
Put it all together, and you’ve got the right recipe for call center success.