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Agents Assemble
Customer Service Dream Team - Spot and Hire the Best!
I wish I could forget my first call center hire.
Janine, our CEO, had allowed me to make the choice of who I thought was the best person for our call center.
This was long before we started our call center.
The agent started out fine.
I was happy.
This agent was fantastic and then it happened.
She started to let her colors show.
It only took a month.
She started coming in late.
She started asking for tons of time off.
She didn't want to do what she was told.
It wasn't long before I had to let her go.
We had to spend the money to go looking for a new agent.
I hate looking for new agents.
Away we went to our pool of applicants to look.
I have learned a lot since that first hire. It's not easy to make sure that you get the right person.
Janine told me something that I will never forget.
"You can never 100% guarantee that an agent will work out. If somebody does, they are selling you something and you should walk away."
Janine was right.
She normally is. (This is why she is CEO)
Her expertise has become valuable to me as I have been looking for agents.
Use our valuable experience to ensure your getting the right agent.
It's okay if you don't want to. Here are some things we look for in order to hire the right agent for your team:
🔑 Goals, make sure that your agent has goals and aren't just here for a paycheck.
🔑 Friendly, make sure that they love talking with people. This will show in the interview.
🔑 Conversational, make sure that the agent comprehends English enough to critically think
🔑 Comfortable in pressure, they are going into stressful situations. Just think of when you have to call support. Would you be happy talking to them?
🔑 Teachable, can they be taught or do they always know better? Are they proud?
🔑 How is their accent? If your clientele is under 35, accents are fine.
🔑 If your clients are 55+, they must have a Standard American accent or your clients have a high chance of not understanding your team.
These are just a few things that will help you get the right people for your team.
Happy Hiring!
If you want to know more or want somebody who is an expert to take on your customer service team and handle every aspect to your specifications, give me a shout.
We can do everything or I can just show you some pointers on how to do the best with what you have.
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