Finding Ways To Locate The Best New Hires For Your Call Centre


Call centre employees are generally comprised of enthusiastic individuals who are driven to close sales and create memorable customer experiences. Phone agents are especially mindful of the importance of developing strong relationships with their customers, knowing that repeat business is a huge part of what makes them successful. But, needless to say, not all call centre reps are created equal.

There’s something to be said about the individual who is able to foster and develop strong relationships with customers over the phone. It’s a special skill. After all, when you’ve never met a person face-to-face, but can say that you’ve developed a strong rapport with that individual, you’ve demonstrated a fascinating talent. There are, of course, a number of talents you’re looking for in an individual that you plan on hiring to be part of your call centre.

Do your job applicants have what you’re looking for? What are the most important aspects of a candidate for your call centre?

Look for excellent communicators.

This should probably go without saying. But hiring managers in call centres should pay extra special attention to the ways in which their job applicants speak – both over the phone and during face-to-face interviews. How do they articulate themselves? How pleasant are their tones of voice? Good communicators aren’t just good speakers, they’re great listeners as well.

On BlueOcean.ca, Cathy Biddulph highlights the importance of listening skills in a call centre agent. “Although good listeners can be difficult to find, hiring an agent with excellent listening skills nearly guarantees their success in the voice channel,” she insists, “So don’t ignore the importance of the Auditory element in off-phone channels such as email, chat, or social media.”

Look for people who are detail-oriented.

As you’re well aware, a call centre agent will be on hundreds of phone calls on a daily basis. Being able to keep track of the various leads and differentiating them between potential customers and completely disinterested parties will be helpful in boosting sales and providing overall customer satisfaction.

Paying attention to detail is key in a call centre. And, as Chris Fields points out on SmartRecruiters.com, a phone agent who lacks attention to detail can cause a company a lot of problems. “Most jobs require attention to detail but in the call centre it’s amplified because one wrong, misused or missing word or step could cause a different problem,” he explains, “Poor documentation could lead to duplicate work, and future training process tougher.”

Look for tech-savvy workers.

It’s 2017. It shouldn’t be too hard to find job applicants who are up on the latest technologies. This isn’t to say that you need computer wizards to run your phone lines. However, it would certainly be helpful to your organization to find candidates that are logical and able to process information using your computer software.

“Digital people are systematic and work well with a laid-out process,” says Biddulph, “These digitally-driven agents enjoy solving problems and are primed for navigating complex processes.”

At SIClytics, we know the importance of having talented call centre agents to help make your business successful. We’re also very proud of the fact that our fortune 500 features and functions such as our Call Tracking and Live Call Monitoring services help to make call centres all over Canada a lot more successful.

Take our product tour for more information. And, if you have any questions, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

The Importance Of Having A Strong Call Centre Manager

Positive customer support team working in call centre

All teams need leaders. Coaches, managers and captains are all called upon to rally their troops in order to provide the best results possible. Most often, you simply can’t rely on the skills and talents of the members of your team. You need a strong leader who is capable of motivating each of the team members in order to inspire their best performances. This is why your call centre needs a strong manager.

What characteristics make up a strong call centre manager? Well, why don’t we begin with the traits that strong call centre managers shouldn’t have? Those who see themselves as enforcers with rights to hand down hard disciplinary action aren’t going to do very well in any working environment. While it may not be important for a call centre manager to “make friends” it is his/her job to be well-liked by his/her team members.

This is strictly because it inspires strong performances. Call centre managers who are friendly and approachable inspire staff members to perform at their best. You want someone running your team who team members feel comfortable talking to. That way, they will be encouraged to ask questions when they need help, serving only to better both the customer service practices and sales numbers of your company.

How important are people management skills? It couldn’t be more important! After all, the job of a call centre manager is to be able to motivate the best efforts out of a large group of people. Without the ability to be a people person, this cannot be possible. Furthermore, strong call centre managers need to be able to prevent and resolve conflicts that may occur between members of the team.

Being a good problem-solver is a huge component of people management – a trait all call centre managers need to have. This is of vital importance considering that many call centres hire staff members whose jobs it is to resolve disputes with customers. If you can’t help to quell conflict in the office, how can you expect your staff members to resolve issues had by their leads, customers and clients?

How important is the ability to provide helpful feedback? This is arguably the most important job of a call centre manager. Part of eliciting excellent performances is the ability to provide constructive criticism without damaging the emotional health of employees. A call centre manager must also know how to adequately monitor calls, using the technology provided to him/her by his/her company.

At SIClytics, we’re happy to be able to offer call centre managers incredible cloud-based services that assist them with monitoring their employees. Our easy-to-use Monitor Whisper service provides managers and supervisors with the ability to monitor calls live and as they happen. As well, they may also whisper feedback to their reps during those calls to improve performance on the spot. And the parties on the other lines won’t hear a thing!

For more information about SIClytics’ Monitor Whisper service, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.