![]() When finding the right staffing agency to fill call center positions, there are several factors to consider. Promote Key Performance Indicators (KPIs)Įmployers working with a staffing agency can strengthen a call center’s key performance indicators (KPIs) 4, such as:īy having a conversation with the hiring team about which metrics matter most, staffing agencies can sift through candidates and rate the strongest job seekers against critical KPIs to better inform the employer in their decision-making process. Common assessments for Call Center positions include inbound/outbound sales, customer service scenarios, and multilingual testing.ģ. By testing and verifying the candidate’s skills, call center managers can better ensure that representatives have the technical know-how and soft skills to process customer requests professionally and efficiently. For example, a call center employer can use this information to gauge how long a candidate would last in the open position and whether they would be a good fit.Īdditionally, many call center staffing agencies utilize skills assessment and verification testing during the candidate screening process. A recruiter can run through scenarios with a candidate during the interview process to determine how they would handle a particular situation while on the job, providing the interviewer with insight into if the worker would be able to make the right decisions under pressure. By carefully vetting job seekers and considering their ability to remain at the company, recruiters promote higher employee retention rates at call centers.Īgencies frequently screen candidates for positions based on skill sets or their ability to complete necessary work. Recruitment agencies place candidates with longevity in mind instead of just finding the first person to fill the role. Recruiters can free up internal resources better used on other tasks or projects, reducing time and money spent on finding qualified candidates.Īlso, call centers partnering with a recruiting firm typically fill open positions faster than on their own because of the increased talent pool reach and efficient hiring pipeline, enabling centers to continue achieving their business goals and staying profitable. Recruiting agencies help businesses reduce costs associated with searching for new talent, interviewing new candidates, and training replacement workers. Benefits Of Working With A Call Center Staffing Agency ![]() Recruitment firms help fill positions including customer support specialists, help desk staff, call-center representatives, and inbound and sales specialists. ![]() Learn More: How to Get the Most Out of Your Staffing and Recruiting Services Agencies can help reduce the number of employees a call center has to replace, promoting productivity and profitability. Overcome Challenges Working With A Call Center Staffing AgencyĪ call center staffing agency can help increase retention rates by identifying talent requiring little training, and have the necessary skills and aptitude to do the job well. It can be expensive to replace a call center employee, typically costing between $5000 and $7500 to hire and onboard new workers 3. have a 30 and 45 percent turnover rate, depending on size 2. ![]() Inbound customer service representative jobs consistently rank as one of the highest turnover jobs. ![]() In a multiple-answer survey conducted by The Northridge Group, 65 percent of respondents said they felt phone communications were the easiest channel to go through, followed by online chat at 63 percent and email at 61 percent.Ĭall centers face several challenges, such as high turnover rates and finding talent that has the necessary skills, including good communication, dependability, customer focus, empathy, and problem-solving. Even with rising technology to respond to customer needs, phone chat remains the most preferred channel for customer service in the U.S. Challenges Facing Call CentersĬall centers remain a vital avenue for customer communication and problem-solving. Sparks Group is a national staffing and hiring agency specializing in placing in-demand top talent at leading companies. ![]()
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