However, if they were to see how much that attrition costs them overall, they would realize the importance of implementing a sound selection process.
DanielleDesko
Our society is best known for demanding superb customer service.
How can a company ensure that their customer service staff meets that standard?
The secret lies in equal measures of effectiveness and efficiency in hiring
practices. With the sheer volume of applicants applying for customer service
jobs, companies must have a strategy in place for finding qualified candidates.
Here are five practical steps for recruiting ideal customer
service teams:
Optimize your hiring process
Design and implement a multi-layered hiring process to ensure
that only the best candidates make it through to the final selection.
- Provide an
effective and cost-efficient online interface that accepts applications
and evaluates initial screening according to low-level criteria.
- Test in-depth
analysis of attitudes and behaviors done with a software interface. This
method produces a high degree of accuracy in its results because each
characteristic is confirmed through several different questions.
- After initial
screenings, only qualified candidates should be invited for in-person
interviews.
Clearly define what is needed for
success
This definition will serve as a measuring stick for prospective
employees and subsequent employee evaluations. A comprehensive job description
is also very important when addressing legal concerns. Job descriptions must
provide complete answers to these questions, among others:
o
What specific
tasks need to be performed?
o
What level of
knowledge is required?
o
What are the
key performance indicators for this position?
o
What are the
characteristics of the working environment?
Define your ideal employee
Use the job description to develop a persona – like a character
in a movie – that embodies the perfect employee. Name the skills, abilities and
knowledge that this person possesses. When conducting in-person interviews, use
these persona descriptions to determine if each candidate is a good fit for the
position and the organization.
Test candidates with practice
scenarios
See how candidates handle the types of situations that occur
most often. If dealing with irate customers will be part of the job, have
candidates demonstrate their instinctive abilities to manage these types of
calls.
Provide comprehensive training
From the C-suite to the service technicians, every organization
should project a consistent image. The tone and content of every message should
conform to one standard because these impressions are long-lasting. It is very
important that each and every representative that deals with customers receives
training on the company’s messaging strategies in theory and practice.
It takes a special kind of person to answer a call from an irate
customer, take time to understand his concern, reframe it, de-escalate the
situation, and resolve the conflict. There are always limitations to what can
be done to appease customers. Skilled customer service representatives protect the
company’s reputation, engender customer loyalty, and end every call with a
smile.
Many organizations have simply accepted high attrition rates as
part of doing business in the customer service field. However, if they
were to see how much that attrition costs them overall, they would realize the
importance of implementing a sound selection process.
