One of the growing yet toughest industries for human resource to manage is the call center. The call center industry has one of the highest turnover rates compared to other jobs due to its high level of stress and dullness. Retention starts with hiring the right person for the job. Human resource recruiters should look for applicants with these characteristics: self motivated, high tolerance fortress, positive attitude, good listening skills, good communication skills, ability to work as an individual and in a group, good problem solving skills, and enjoy helping customers.
A good way to test out the applicants is to pre-screen telephone interviews to test out their phone skills. One of the most useful techniques that call centers use is the employee referral program. This program allows employees to recommend a friend, relative, or family member to the job and receive a cash prize if they pass the probation period.
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This technique tends to provide the new recruit with more realistic expectations and can provide a better cultural fit. Training and orientation is also important in human resource management in a call center. Training should include lots of role-play so employees can get comfortable talking to customers over the phone, learn to turn negative thoughts into positive ones, and understand the company??™s goals, mission, and corporate culture. Selection and RecruitmentWhen hiring an employee for the call center, it is important to find the right person because this will reduce turnover rates and save time and money in the long run. Being an agent in a call center is much more complicated compared to a regular customer service representative or a sales representative because you are unable to see the person and are relying on their tone of voice to distinguishthe mood they are in. Customer service representative or sales person at a retail stores look for specific skills and characteristics in the applicant before they qualify for an interview.
These include:??? Self motivated individuals ??? High tolerance for stress ??? Positive attitude??? Good listening skills ??? Good communication skills ??? Ability to work as an individual and in a group??? Good problem solving skills ??? Enjoy helping customersThese skills and characteristics are highly important because working in a call center is extremely stressful and routine. In addition, you are on the frontline representing the company yet you are unable to see the customer. You must keep a positive attitude and for that reason, your presentation over the phone is vital.Once a group of applicants are selected, they are scheduled for an interview with two call center managers or supervisors, with the Human Resource Recruiter. During the first interview process, they are asked about their interests and career goals to get a general idea if they are fit for the job.During the second interview, questions are more in-depth regarding experience, what they can contribute to the company, and their skills. The third and final interview tests their problem-solving skills by giving them scenario questions regarding their job and their ability to share the same corporate culture with other staff members.In addition, a lot of call centers also use behavioral based tests and interviews that match skills and interests to the unique mix of products and services provided by the company.
Employee Referral Program Another effective selection and recruitment method they use is the Employee Referral Program. This program offers a cost effective means of attracting applicants, avoiding the need for advertising or agency fees. Also, new recruits who have been recommended by existing employees often come to the company with more realistic expectations and can provide a better cultural fit.One of the greatest concerns I noticed tends to be that relying too heavily on employee referrals could limit diversity in the workplace, with new staff recruited in the likeness of existing employees. But, provided that there is already a diverse workforce in place this seems to be such an issue.
It is a good idea to keep track your hiring methods to see if they are actually working in hiring the right person. If methods start to become ineffective, you can test out some new recruiting methods that may work for your call center.Training Knowing that this job can get stressful and dull, it is usually on the first two days when the employee decides to stay or leave.
Therefore, on the first day of orientation and training, it is very important that the employee feels like they are very welcome in joining the company. Managers and supervisors should constantly monitor call center employees??™ performance and give ongoing training for new techniques. Training sets the foundation for future performance.Whether it is call center representative or management training, it provides the initial and ongoing role of providing methods and procedures for employees to conduct business. Teaching employees how to take negative thoughts and turn them into positive ones or how to improve their self-esteem will give them more confidence in their job and the personal life. This will result in a decrease in absenteeism and turnover, and results will improve.
When employees feel good about themselves, are able to effectively handle problems, and have a sense of value, their performance will exceed their maximum potential. Retention StrategiesRetention has a great impact for all call centers. The benefits of improved call center retention are enormous because they can reduce turnover costs, improve customer service productivity, satisfy customers, and increase employee morale and profits. There is no one tool or technique that alone will get results.In addition to recruiting the right person in a call center, keeping them is just as important. As mentioned earlier, the call center industry faces a high turnover because employees at the call center are either unhappy with their jobs or because they do not meet the job requirement. Another useful technique we used when I worked in the call center is job rotation, enrichment, and enlargement.
These techniques are useful in a call center because the job can get quite dull.ConclusionFurthermore, working in a call center is not an easy job as it can become stressful as you take abusive calls from angry customers, and become bored as you take phone calls all day. As discussed earlier, retention in a call center starts with recruitment.
Training is quite important as it is part of the process of having your employees learn how to succeed in their jobs. Training and orientation should include making the new employees feel welcome, teaching them how to turnnegative thoughts into positive thoughts, learn about company??™s mission, culture and industry, use of role playing so they get lots of practice and become comfortable before they go on the phones, and other employees from different departments take part of the training to let them know the call center is a critical part of the organization. As you know retention is another important part of human resource management in a call center. Useful retention methods include good salary, benefits and compensation, job enlargement/rotation/enrichment, ongoingperformance appraisals, and most importantly rewards and recognition, whichmost people prefer. In my opinion although a call center faces such a bad reputation in the workforce with these techniques, it is possible to retain employees and reduce turnover I??™ve worked in a call center long enough to know.