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Wouldn’t it be great if you could clone ‘Best Fit’ Above Average Top Performing Customer Service Representatives (CSRs)? Despite several highly publicized lab experiments human cloning still appears to be science fiction. But what if you could Take A Peek Beneath The Hood of your Call Center job candidates?... What if you could discover whether an applicant had the Competencies Personality / Job Fit / Soft Skills / Motivation / Work Ethic traits (and Business English Language mastery) that matched the attributes of Above Average Top Performing CSRs? That insight would give you a much better chance of recruiting well making long term retention of actively engaged employees much more likely boosting Productivity Customer Experience (CX) and your Bottom Line. Read more by subscribing (for free) to the Contact Center Hiring Newsletter here on LinkedIn for professionals interested in Thought Leadership & Best Practices for hiring & retaining better Contact Center staff. https://www.linkedin.com//how-clone-top-performers-your-/ #contactcenters #customerservice #callcenters #BPO #Telemarketing #Sales #customerexperience #ecommerce #WFH #insidesales

The demand for Call Center job applicants is increasing while Time To Hire is shrinking. Acquiring top Contact Center talent has become a race with the most responsive companies snapping up the above average standouts. With so many Contact Centers vying for the same above average applicants hiring best fit candidates depends greatly on employer response time.... Read more about getting more top performers on your team along with tips for speeding up your Call Center hiring process by subscribing (for free) to the Contact Center Hiring Newsletter here on LinkedIn for professionals interested in Thought Leadership & Best Practices for hiring & retaining better Contact Center staff. https://www.linkedin.com//contact-center-hiring-2021-nee/ #contactcenters #customerservice #callcenters #BPO #Telemarketing #Sales #customerexperience #ecommerce #WFH #insidesales

Contact Center Customer Service Representatives (CSRs) have endured record numbers of Customer Rage Calls this past year. Callers who flip out / lose it / go wild over the telephone expressing extreme anger towards the CSR and/or their organization violating the generally accepted norms of interpersonal conduct and descending into verbal & emotional abuse personal insults / screams / curses / threats / racism / sexual harassment / homophobic comments. Sometimes ...callers have a right to feel frustrated / upset / angry about a customer experience but no CSR should have to endure Customer Rage Calls. Read more about which Contact Centers experienced the highest percentage of Customer Rage Calls in 2020 and the Top 5 Triggers for Customer Rage Calls - by subscribing (for free) to the Contact Center Hiring Newsletter here on LinkedIn - for professionals interested in Thought Leadership & Best Practices for hiring & retaining better Contact Center staff. https://www.linkedin.com//customer-rage-calls-contact-ce/ #contactcenters #customerservice #callcenters #BPO #Telemarketing #Sales #customerexperience #ecommerce #WFH #insidesales

Hiring people with Previous Call Center Experience brings challenges & benefits. According to a recent Ohio State University study the benefits aren’t very significant and they tend to cluster in only certain types of Contact Centers. For most other Call Centers - the negatives outweigh the positives.... For most Contact Centers the rule should be: Hire for Personality / Job Fit / Soft Skills / Work Ethic and not for Previous Call Center Experience. Relying on applicants with Previous Call Center Experience can be a mistake that restricts recruiting and ignores the fact that top performing new hires can be drawn from many public facing backgrounds including waiters/hairdressers/retail/baristas/actors etc. Read more by subscribing (for free) to the Contact Center Hiring Newsletter here on LinkedIn - for professionals interested in Thought Leadership & Best Practices for hiring & retaining better Contact Center staff. https://www.linkedin.com//should-previous-call-center-ex/ #contactcenters #customerservice #callcenters #BPO #Telemarketing #Sales #customerexperience #ecommerce #WFH #insidesales

You’ll typically find 3 kinds of Customer Service Representatives (CSRs) working at a Call Center job: Engaged Not Engaged Actively Disengaged... Most Actively Disengaged CSRs are the burned out/emotionally exhausted people who are too long in the job. They’re demoralized/cynical/unhappy - displaying I Don’t Care apathy & a slacker attitude. They tend to hold hostile/negative attitudes toward management - have low commitment to organizational goals and high Absenteeism levels. They undermine supervisors and have a toxic effect on coworkers infecting them with their poor work habits & attitudes. The negative thoughts & feelings Actively Disengaged CSRs trigger in customers & coworkers are far larger - and longer lasting - than the positive responses generated by Engaged Top Performers. Read more by subscribing (for free) to the Contact Center Hiring Newsletter here on LinkedIn - for professionals interested in Thought Leadership & Best Practices for hiring & retaining better Contact Center staff. https://www.linkedin.com//what-kind-call-center-reps-spe/ #contactcenters #customerservice #callcenters #BPO #Telemarketing #Sales #customerexperience #ecommerce #WFH #insidesales

‘Quick Quit’ / ‘Fast Fire’ Customer Service Representative (CSR) attrition during the first 90 days out of training is the costliest type of turnover and provides the least Return on Investment (ROI) to your company. 50% of new hires in some Contact Centers are ‘Quick Quits’ / ‘Fast Fires’ gone within 90 days of starting the job. ‘Quick Quits’ are the new CSRs who sit through paid training - and then soon after go for lunch and never come back.... ‘Fast Fires’ are the poor job fits who should never have been offered the position to begin with. A recent survey by CareerBuilder reported that the average cost to replace one $12/Hour just out of training ‘Quick Quit’ / ‘Fast Fire’ CSR was $4,800. The entire Contact Center Management team is accountable for reducing ‘Quick Quit’ / ‘Fast Fire’ turnover. Read more by subscribing (for free) to the Contact Center Hiring Newsletter here on LinkedIn - for professionals interested in Thought Leadership & Best Practices for hiring & retaining better Contact Center staff. https://www.linkedin.com//how-reduce-quick-quit-fast-fir/ #contactcenters #customerservice #callcenters #BPO #Telemarketing #Sales #customerexperience #ecommerce #WFH #insidesales