Call centre roles involve a lot of interaction with customers, therefore it’s crucial that you employ the right candidates in order to maintain positive relationships with current and future clients. Advancements in technology and techniques in customer service have resulted in call centres seeking out applicants who are able to handle a demanding and fast-paced environment. It’s important in terms of saving time, money and productivity to discover those who can truly handle this environment and those who are putting on a front purely for the interview. So how can you find the right candidates?
Improve Your Interview Questions.
In addition to presenting the requirements clearly in a perfectly targeted job ad – just as eRecruit provide for their clients – you must focus your interview questions on the candidate’s performance in any previous roles or work experience. This will not only help you to establish whether their skills truly match those they detailed in their application, but you can begin to see whether they will be a good fit for the company. For instance if your questions encourage them to talk about previous encounters with customers, asking them to describe particular scenarios, you will gain an insight into how they will deal with your clients.
What Should You Ask?
It goes without saying that customer service and problem solving skills must be excellent, as well as knowledge of computer and phone systems being up to date. But how do you discover if your applicants really possess these skills? The trick is to target your questions to assess the following skills: communication, problem solving and research. Here are some examples, along with some suggestions on what to look for in the candidate’s answer.
- 1. Why did you leave your current/last position?
If they are quick to blame their previous colleagues, particularly the boss, then your alarm bells should be ringing. This shows immaturity and you’re looking for loyalty and examples of how they would be a good cultural fit within the company.
- 2. Tell me about an incident with a difficult customer and describe how you handled the situation.
Unreasonable customers will always crop up therefore it’s vital that your staff are able to handle them effectively. Does their description include examples of good judgement and empathy?
- 3. Give me an example of a time when you received good customer service over the phone. Why did it leave an impression on you?
This will test their knowledge of what it takes to succeed in a call centre role, indicating whether they are aware of the standard they must provide and the values they will need to uphold.
- 4. Describe what sort of employee you are. What are your strengths and weaknesses?
They should have a strong work ethic, great communication skills and the ability to handle a fast-paced environment.
- 5. What computer and phone systems are you familiar with in relation to a call centre role?
This will enable you to establish how much work experience they’ve had in this field and how much training they will need if you choose them.
So when it comes to call centre recruitment, make sure you’re asking the right questions. If they focus on the previous experience and behaviours of the applicants you can ensure you hire the best candidates. It’s important to receive a good indicator of their likelihood to succeed whilst in the interview in order to avoid any bad choices that waste time, money and productivity.