The call-centre hiring challenge

Mix creativity with tried-and-true recruiting methods
By Shelley Seward-White
|Canadian HR Reporter|Last Updated: 09/05/2003

Today’s call centre operations face intensely competitive times. Companies need to look for employees who value the client-customer relationship and possess the ability to turn callers into customers — even at entry-level positions. Given today’s hiring market, finding those employees may require some creativity to make them sit up and take notice of the available positions.

It’s not as simple as finding someone with a good telephone voice — different call centre tasks require people with different qualities.

Telephone solicitors need to be able to follow a series of questions and gather pre-determined information. As a general rule, requirements of the job include a strong, pleasant and clear telephone voice, a good telephone manner, some computer and key boarding skills may be required and the job almost always requires the ability to work under pressure, the ability to meet quotas and strong motivation.