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Your #1 Call Center Staffing Agency

October 19, 2021 | Staffing Blog

Finding qualified workers for a call center can be a difficult task. The position is certainly not for everyone. A disorganized, short-tempered employee with poor communication skills will only lead to mistakes, constant escalations, and (worst of all) unhappy customers.

But how do you filter out the wrong candidates and find the ones that will elevate your business? Fortunately, you don’t have to.

At Allegiance Staffing, we’ve spent the last two decades refining and perfecting our hiring process. So when you choose us as your call center staffing agency, you know you’ll only get the best candidates for the job. Here are just a few of the top qualifications we screen for:

Organizational Skills

A good call center agent has to know how to keep order in what can quickly become a chaotic environment. It’s not uncommon for an agent to need to speak with an angry customer, add notes to their file, look up information through the company portal, and keep track of the amount of time they’ve been on the call – all at once.

Our hiring process will detect the prospects with a genuine ability to multi-task without being overwhelmed. As a result, you won’t have to worry about walking through your call center and seeing your representatives scrambling frantically for the information your clients need.

Empathy

Your call center agents must have empathy for your customers. Customers are desperate to have their problems solved, their questions answered, and their voices heard. They’ve likely been on hold before speaking to a representative. The last thing they need now is for your agent to sound bored and unsympathetic.

A strong sense of empathy with your customers is often the difference between an escalation and a glowing online review. Even if the ultimate answer isn’t ideal for the customer, they’ll be much happier having spoken to someone who listened and cared about their problem.

Communication Skills

With all visual cues removed, your representatives will have to communicate only through words and tone. This can be extremely challenging when, for example, they need to walk a customer through a technical process. In addition, poor communication can lead to long call times and angry customers.

Excellent communication skills are invaluable to a call center employee, whether they’re explaining a bill, troubleshooting an issue, or just making sure the customer has all the information they need. That’s why we vet our applicants thoroughly to ensure you’re only getting the ones who can communicate effectively.

Knowledge Retention

Your customers want answers, and they want them fast. Your employees have to be able to quickly memorize common answers and critical information about your company and its policies to maintain credibility. No one wants to call your business and ask what they’re pretty sure is a basic question only to hear a long silence or an unsure voice.

It doesn’t matter if it’s a representative’s first day on the job; the last thing they should hear is, “Is this your first day?”

In the age of computers, it can be easy to underestimate the importance of learning information quickly and recalling it at will. Fortunately, our vetting and orientation processes will help eliminate applicants who don’t have this skill and make those who do even stronger.

Grace Under Pressure

Perhaps the most essential skill a call center employee must have is the ability to keep calm, cool, and collected. When a customer is screaming in their ear over something that is definitely not their fault, your representative has to be able to remain professional and courteous at all times.

Many call centers suffer from high turnover because of burnout. Their reps simply couldn’t handle the pressure of constant customer interaction.

But how are you supposed to know which employees will eventually crack under pressure and which will remain strong? Our careful research and applicant interviews have been honed over two decades to detect even “soft skills” like this.

Let Us Take the Guesswork Out of Staffing

When your call center partners with Allegiance Staffing, you’re not just doing it because we’ve staffed other companies. You’re not even doing it because we’ve staffed other call centers. You’re choosing Allegiance because you know that we will give your call center the individual consideration and strategy it needs and deserves.

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