Proven Strategies for Hiring Managers

If you're reading this – it's likely you've already experienced the trials and tribulations that come with working in a contact center.

But – why are experience hiring managers still missing the mark when it comes to hiring quality employees?

Hiring Managers who've spent time in the trenches understand that contact center jobs tend to be complex, change frequently, and operate at a frenetic pace. With this knowledge comes great responsibility! Those who have done the job, should have enough knowledge about required personal characteristics to help make the best decisions when hiring new employees...right?

Despite the Contact Center's growth into a $300+ billion industry and years of experience held by hiring managers – little detailed information is publicly available about the most important contact center jobs' competencies. 
 
In a study performed by FurstPerson – the most important competencies for 6 commonly found contact center jobs and the channels through which they are performed were extensively studied, ranked and summarized in the table below:
 


Table Notes: 

• The shaded portion of the table highlights universal competencies important for the 6 jobs, regardless of whether it's performed in a physical or home office. These 15 competencies reflect personal responsibility, effective communication, emotional control, and comfort with change, technology, and simultaneous work activities.

• The remaining competencies tend to be more specific to persuasive outbound sales jobs or home-office jobs. Job and environment-specific competencies play a central role in understanding the unique and/or nuanced differences between jobs that are vital when determining how to assess candidates, whether to hire a candidate, and then into which job to place a new hire that will maximize the likelihood of success.

– What competencies do you find most important in an employee? Please submit your opinions in the comment section below.

All information compiled in this blog post was gathered from "How to Measure Contact Center Skills Using Multimedia Simulations." – compiled by FurstPerson.

To read the full text and discover more solutions that help candidates find a job they will love and enable clients to hire people that will perform well, be satisfied, and stay with the company – visit www.furstperson.com.


Hire Furst, Hire Right – FurstPerson