The contact center industry and the movie industry are exactly the same! Ok, obviously they’re not very similar at all. However, they do have something in common: they both need to hire the right people. Just as movies need to feature the right actors to play certain roles, contact centers need to find the right agents to deliver your company’s customer service. It can be a challenge finding the right agent, because you are torn between basing your hire off of objective and subjective qualities. The ICMI article “Casting for Contact Center Superstars” by Chip Bell gives four guidelines that will allow you to avoid the conflict between objective and subjective:
- Clearly define the service role and the critical qualities you are looking for
- Make the selection process match the service outcome
- Look for the applicant’s capacity to create a relationship with the “audience”
- Learn how the applicant reacts to pressure and stress
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