Interviews for Call Agents

[Rebecca Cash]

I would appreciate information on how you conduct interviews for call center agents. If you have any type of interview guide, what type of tests are given, what questions are being asked, etc. I am a new call center manager and I want to make sure our hiring process is effective. Any feedback would be valuable. Thanks!

[mhaqqi]

Hello Rebecca,

There are many variations of screening tools, from simple to involved, low-tech to high-tech. Examples include:

* The application form

* Resumes and cover letters

* Tests (may include)
a. Performance tests: Assesses the ability to perform a skill, such as data entry
b. Aptitude or cognitive ability tests: Measures candidate skill level, in areas such as verbal, math and problem-solving aptitude
c. Physical tests: Tests a person's strenght and endurance (rarely used in call center settings)
d. Work samples: Provides insight into the applicant's quality of work
e. Personality and psycological tests: Assesses traits or individual characteristics
f. Drug tests: Designed to identify problem employees or comply with company policies
g. Job-match tests: Attempts to determine the best job fit among candidates

* Recommendations: Verbal or written recommendations can provide insight into the applicant's strenghts and provide an opportunity to assess the candidate from another perspective

* Reference checks: Dates of employment, positions held and eligibility for rehire is the limit of the information gathered during most standard reference checks. This information is usually supplied by HR departments.

Then there are two basic types of interview structures include:

1. Unstructured: random questions designed to gain insight into the candidate's suitability for the job.
2. Structured: Based on the job description for the position, usually consist of three types of questions:
* Behavior-based questions: by asking applicant to describe events in his or her work history.
* Content questions: to assess whether the applicant possesses the knowledge required to do the job.
* Questions related to working conditions: e.g. work schedules, adherence and monitoring)

Here’s a couple of question we use – we always do a phone interview first – since there job will be communicating on the phone. In the phone interview - I try to be as informal as possible – since I want to hear their voice tone, energy etc…

1. How do you go about handling a upset caller? – If you could walk me through the steps you would take

2. In dealing with different types of calls and personality – what do you think is the most important quality you have that will help you succeed at this call center?

3. Can you tell me about experience you had when you called a call center?

I hope this information is helpful to you.

[RickRude]

Hi Rebecca,

The tests, interview guide questions, simulated activities (lab assessments) depends on the type, profile, standards and level of difficulty of program/campaign you are servicing which also relates with the the type of skills you need on a support level per agent.

Another factor to consider is the "individual" assessing the "skills" as required.

You may want to be specific with your current need.

Regards,

RickRude