Which skills and requirements are most important to hone in on for the call center agent interview process?

Scott Sachs Profile: ssachs1
Call center agents

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  • CCAskills
    Call centers often have high turnover rates which can mean higher human resource expenses. This is why it's important to look for qualified individuals that will truly meet the requirements when looking for qualified call center agents.

    Qualified call center agents need to be able to meet the requirements of their work schedule. They should be self-sufficient and able to work on their own. Call center agents need to be able to take lots of information and procedures and apply it while on the phones.

    When interviewing call center agent candidates, you should ask them questions such as if they have previous customer service experience, how they handle working under pressure, and how computer proficient they are.
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  • ssachs1
    Great points....as the requirements of the job have evolved over time it is getting more difficult to hire the right people.  Turnover just adds to the challenge.
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  • CarolBrands
    CCAskills, it's interesting that the questions you would ask don't seem to address the skills you mention in the second paragraph.

    I'd argue that the main traits you'd want in a customer call agent are more about communication skills and problem solving abilities than simple process following. If the importance of the processes you have in place are self-evident, they will come naturally to your agents as they seek to solve problems and manage their workload. The agents who can speak kindly as they deliver information of all kinds and are able to help the customer even when the problem falls outside of a defined process are the people who will make your customers feel appreciated and wanted, and will keep them on your side and singing your praises.
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