Managing personnel

Call center recruitment

Module one - resource overview

By John Wright

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Synopsis

Fully tested in a field environment ‘Call Center Recruitment’ enables you to recruit your own call center agents and totally eliminate agency costs. This resource overview describes the original research, maps out the overall process and highlights the secrets of successful call center agent recruitment. The total resource has seven modules. This title uses United Kingdom data but the principles are usable and appropriate in all countries.

How to …

How to design a call center recruitment process.

How to manage and control a call center recruitment process.

How to recruit a successful call center agent.

John Wright

Over twenty-five years of experience in corporate life and consulting has provided John with a wide range of experiences that have contributed to this extensive resource. He brings a refreshingly practical approach to the design and avoids the clutter of professional jargon. The end result is an extremely accessible process that delivers quantifiable business results. John provides his consultancy services to a wide range of international private and public organizations

The call center agent selection process was originally built for a client whose brief was very simple:

“Build me a recruitment process that my team leaders can run, gives me better quality than that provided by the agencies and relieves me of the burden of their costs.”

In the nicest possible way he was saying that he was tired of paying exorbitant fees for, at best, a mediocre service. By gaining control of his own recruitment process he knew he could reduce costs and improve the performance of his call centers – a prize worth working for! The first time that the process was run was in the West of England and they received 80 responses to the advert. From this pool they recruited 16 agents. The only real cost to the business was the price of the advert and they saved £13,500 (based on 6% of agent salary) in agency fees.

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