How to Hire Effective Call Center Employees

RIGHT ATTITUDE RIGHT SKILL RIGHT JOB ICMI'S INSIGHTS ON HIRING IN TODAY'S CONTACT CENTER WHAT'S MOST IMPORTANT WHEN HIRING A NEW CONTACT CENTER AGENT? 41% 21% 23% Believe it is ATTITUDE Believe it is SKILL Believe it is BOTH WHAT SOURCES ARE USED FOR RECRUITING? WHAT ARE THE BIG NEEDS? 57° are employing remote contact center agents 71% 85%° have agents who support more than one channel... of the ICMI community uses social media to hire & recruit (29% are expected to do it upon hire) **** AND A STRONG DESIRE TO PROVIDE EXCEPTIONAL CUSTOMER SERVICE! HOW DO YOU CONDUCT EFFECTIVE INTERVIEWS? Meet with hiring manager, supervisors, and key leaders Complete proficiency testing on required skills Complete reference and background checks Immerse the candidate in on-the-floor shadowing WHAT DOES SUCCESSFUL ONBOARDING LOOK LIKE? IT MEETS DIMENSIONS OF ENGAGEMENT: D what do I get? what do I give? 25 - 65% decrease 10% improvement In CSAT 37% reduction in absenteeism in turnover - Do I belong? Icmi Hire IQ How can we grow? Resources Events Training Consulting Smarter Hiring Faster. (4 Dimensions Source: Gallup's Q12 Employee Engagement Assessment) icmi.com | 800.672.6177