What do you pay attention to when hiring call center agent talent for customer service and sales? Read our tips on how to draft perfect job descriptions.
Agents are the backbone of every call center. Regardless of the level of organisation, processes and planning, it is ultimately the agents that make or break your operation. In this blog, we’ll discuss the qualities you should focus on when recruiting call center agents. You can use the material to support you in drafting job ads and evaluating candidates.
Recently the “Great Resignation” has sparked a global discussion about the role of work in people’s lives. Employees, call center agents included, are actively evaluating their prospects about pay, work-life balance and meaning. The environment has become challenging for recruiters.
Effectively communicating what your business can offer to potential agents can make a real difference in attracting the best candidates.
In customer service, your agents are essential in ensuring customer satisfaction and loyalty.
Customers usually contact customer service when they have a problem with your product or service. They can be frustrated and ready to switch their service provider depending on the outcome of the interaction. Agents can be the decisive factor between customers renewing or cancelling their subscriptions.
Customers who receive top customer service are also more likely to become brand evangelists. In many cases, customer service might be the only human interaction the customers have with a brand. Make it count.
Closing deals is the most important aspect of an outbound call center agent’s job. Agents both execute and provide feedback on the sales strategies that yield the best results.
Sales representatives are also often the first contact that a brand has with potential customers. Agents are thus vital in presenting the company and the product in a positive light.
Customer service agents respond to messages and calls from customers in the channel of the customers’ choosing. The job includes troubleshooting and routing cases to other agents, handling orders and subscriptions, responding to complaints and updating customer information into a CRM.
To do well in a customer service agent’s job, the person should have:
Sales call center agents contact existing or potential customers and sell products or services to them.
Using carefully crafted call scripts, the sales representatives should identify the needs of the potential customers and convince them of the benefits of a product or service.
To do well in a sales agent’s job, the person should have:
To maximise the visibility of your call center agent job ad, consider both international and local job sites. You can find international candidates for remote call center jobs in global services, such as Indeed, Monster or Workable. You should also try to find local talent through regional channels that are popular in the area you are hiring for.
These days also social media is a huge channel for recruitment. LinkedIn and other job-related platforms are definitely worth including in your recruitment process. Post a job template in your official social media channels that your employees can share on their own accounts. For a more visual approach, you could try Instagram stories or TikTok to attract younger talent.
The qualities listed in this blog are good guidelines and approximations that support you in drafting effective call center agent job ads. You are, however, the expert of your own call center and know the special skills required in your business environment. You should always emphasise the qualities that work for you.
It’s also good to keep in mind that today’s recruitment is not all about your needs. To attract the best talent, you need to offer candidates something else besides a job. The work culture you create in your call center might be one of the most important factors that govern what kind of people want to work for you. If you get the balance between your demands and what you can offer right, you also start to attract the right kind of candidates.