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18 May

Common call center recruitment and training process

Author: admin  //  Category: Information

The recruitment process for new call center agents may include (but is not limited to) the following:

  • phone screening - this stage determines the voice quality over the phone and how the applicant responds to the call;
  • initial interview - conducted by the company human resource department or another outsource staffing firm to test the speaking skills, attitude and how confident the applicant responds to questions;
  • examination - this includes aptitude tests, computer-based call simulations and emotional quality (EQ)/ attitude tests; and
  • final interview - to assess customer service, technical, or sales skills.

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