Contact center representatives draw on an array of skills to achieve the level of customer engagement, call handling efficiency and revenue production companies expect, and most industry insiders recognize the inherent complexities of these jobs. Nevertheless, few contact centers have incorporated candidate screening processes that accurately match applicants’ core competencies with those of a high-performing, well-tenured representative. The primary obstacle inhibiting centers from identifying the most talented candidates is the disconnect between the jobs and the processes centers use to evaluate candidates’ potential.
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