Hiring the people with the right set of interpersonal skills, technical knowledge, personality and affinity for your brand makes all the difference in delivering the results you want from a contact center. At Global Response, the process we use to recruit, test and hire Brand Specialists has been refined over decades to ensure the people on your account deliver the results you expect.
By matching the best candidates with the right opportunities within the call center, we are able to retain high-performing employees, reduce turnover and lower labor costs for our clients. Our talent pool gives the flexibility to staff up for new accounts and to expand services for existing accounts with a combination of seasoned Brand Specialists and newer Specialists.
Here are the steps in our proven recruitment and hiring process.
Before we can hire Brand Specialists that deliver the best results, we need to understand what results are most important to you. Are you trying to increase revenue, reduce operating costs, or both, and what’s the relative importance of the two? Do you want us to cross-sell and upsell? Are we hiring to meet demand for a peak season or year-round? Knowing these answers and more about how you drive revenue and profit is the starting point for hiring the right Brand Specialists to help meet your goals.
As The Brand Call Center, we place a lot of importance on this step. We immerse ourselves in your brand culture to understand what makes it unique and why it appeals to your customers. Before we recruit and train Brand Specialists to fit into your culture, we do what’s necessary to understand it well ourselves. Once we have a complete understanding of your brand, we are ready to start analyzing your call types and search for candidates who will best fit the profile for your account.
Contact centers handle different types of calls – customer service, sales, technical support, ordering—and each requires a specific set of skills and knowledge. For your account, we define the call types and understand what skills and knowledge a Brand Specialist needs to have to do an outstanding job with each type of call. Different staff members excel at different types of phone calls, and some also have the right combination of skills and aptitude for email or chat interactions. Diction and voice quality, attention to detail, problem-solving ability, technical mastery and stress tolerance are a few of the personal attributes we evaluate. We analyze each call type, define the skills it requires, then search out candidates who best fit the profile of the ideal person for the job.
Once we’ve identified candidates, we screen them by phone, then bring them for in-person interviews and tests involving the skills your call types require. Do they have the necessary communications skills? Sales skills? Technical knowledge? Contact center experience? Customer service personality? Computer navigation abilities and understanding of the customer relationship management (CRM) system? We also perform background checks and can do customized testing to ensure a candidate meets a specific client’s job specifications. We use the testing process to refine the list of candidates, ending up with only those who are a good fit for your specific account. Our hiring process ensures compliance with applicable employment and labor laws and other regulations.
We’re fortunate to have a large, diverse, multilingual talent pool in South Florida; we also have several colleges and universities, so our talent pool is educated as well. Because we’ve been heavily involved in our community for a long time, candidates are familiar with Global Response and see us as a desirable employer. For that reason, we have a steady stream of qualified applicants, and we can quickly staff up to meet the demands of new and existing accounts. Unlike the largest contact centers, which screen candidates over the web, we do our screening and interviewing over the phone and in-person. We believe there are judgments you can make in person about how well a candidate will do on the job that you can’t make over the web or over the phone. Our objectives are always to:
• Hire high-quality, qualified employees
• Reduce employee turnover
• Ensure peak performance
• Retain employees for the long-term
Hiring the right Brand Specialist for your account is a team process, where our human resources professionals evaluate test results and interview impressions, and solicit feedback on the candidate from our operations team. We are very selective: We receive over 7,000 applications a year and we hire approximately one in 10 applicants.
Our evaluation process isn’t over once a candidate is hired. After training the new staff member, we make a point of having experienced Brand Specialists work alongside them, both to coach them and to provide ongoing feedback to management that can help improve the new staffer’s confidence and performance quickly.