After about a year as a Project Manager at an outbound BPO in Oregon, I was promoted to Site Director for the company’s new Seattle location. With the first sixty seats operational, I was the second employee at the site, responsible for staffing and operating the facility.
This was my first experience making hiring decisions, so I took a methodical approach, ensuring that each applicant was consistently measured against the same criteria. We asked each candidate the same behavioral and situational questions to assess their professionalism, service skills, and problem-solving abilities.
My previous experience working with outbound sales agents proved invaluable: there were scripts to be followed, and the most successful agents were always those who could read a script and carry on a conversation without sounding like a robot. It was also important that the agent could demonstrate an aptitude for coaching and improvement. To this end, we tested each candidate in the following way:
- The candidate was given a copy of the opening script for a current project and was given time to review.
- The candidate was asked to read the script aloud as they would to a customer.
- Feedback was provided to the candidate about their “phone voice” (usually slow down, speak up, over-pronounce, sound upbeat, etc.). Then they were asked to read the script again. This process was often repeated several times with each candidate.
This approach highlighted a crucial aspect of hiring call center agents: the importance of hearing them read a script and testing their ability to be coached for improvement. It was essential to identify candidates who could adapt and enhance their delivery based on feedback. This not only showcased their initial capabilities but also their potential for growth and improvement.
Ultimately, by selecting candidates who could read a script effectively and demonstrate a willingness to be coached, we built a team capable of delivering high-quality customer interactions. This focus on communication skills and adaptability laid the foundation for a successful and professional call center operation.
This post was submitted by Lorne Wood, a CCNG member who helps fellow members and leaders revolutionize their contact center operations with expert recommendations and transformative solutions.
