Customer Service Initiative

When interviewing agents….

18th June, 2009 - Posted by Pam -

It’s important when interviewing agent candidates (and any other employee candidate for that matter) to consider more than just how experienced and polished they are.  Take into consideration whether or not they will like your environment.

For example, today I interviewed a lovely woman for a call center position my client has open.  She was on time, polished, professional, had extensive call center experience.  What’s not to like?

Well, my client is going through a pretty significant transition phase and the culture is shifting.  In addition, new technology is being introduced due to the lack of sophisticated technology they use today.

When I listened to the candidate discuss her extensive work experience she referred often to “this great software” that told me….., or this great process that allowed for……

I knew immediately that we would love to have her - but she wouldn’t love being there.  So, we’ll move on to someone who enjoys change and loves to contribute to the improvements and ideas used when executing a Customer Service Initiative.