Call Center Temps

[Moderator]

We're moving to staff a queue with around 30 temps. This will be the our first time dealing with temps in the call center. Does anyone have any info. to p--- a long that might make our life a little easer dealing with them in a call center setting.

(Previously posted on the old Forum - Moderator)

[Jimmy Childs]

Use multiple temp agencies and let them know they are competing with each other. Temp agencies must only send applicants who can type, have basic computer skills and basic customer service skills. Take agencies to task for applicants who waste your time. At the interview, and you MUST interview, set them up in a booth and give them written instructions on answering a call and taking an order. Make sure they can multitask and listen to their voice on the phone. If they sound like cardboard to you they're going to sound like that to their customers. Now you found out that they have a good voice, can communicate, and use a keyboard.
Stress attendance from the beginning. Give final warning to all who are late without calling ahead, terminate the habitually late no matter what the excuse and terminate all no-show/no-call employees. Let them know the policy right from the beginning.

[Vicki Maddox]

Be sure the temps agents receive the same training as your "regular" staff. Give them a "buddy" senior agent to help them out on the phone and integrate them into the culture. Treat the temps in a way that you don't get into an "us" vs. "them" situation and make them feel uncomfortable. Have a potluck lunch or some event to introduce them to everyone. If the need for temps isn't going to go away, talk to the agencies about a set period of time you will pay them and then allow you to hire them to your staff. When you're growing quickly, using temps on a temp-to-hire type basis can lower recruiting costs and pick out the best performers.

[John Castro]

We are a call center site selection firm which assists call centers with various expansion/relocation issues. We have a strategic partnership with a call center staffing company and would be glad to refer you to them. Please email me at: johnc@arledgepower.com

John Castro
Vice President
Arledge/Power Real Estate Group
214-696-4800

[Marianne]

Make sure you put in place a clause with the temp company that allows you to hire the agent directly after a certain amount of time if you like them. Let the agents know that this possibility exists. Otherwise the good ones will just use you for a little experience and then leave the temp agency for a permanent job elsewhere.

Also I concur with a previous posting-- you must bring the agents in before the project starts and thoroughly train them, and introduce them to your center. Even the simplest application will cause some confusion, and being in a strange building will cause them to be uncomfortable, which is noticable over the phone.

Best of Luck!

[Annief]

I use per diem operators and I'm finding that the best people are those who want a part-time job. They seem to be consistent and serious. Also, students are also great for temp work -- we have now develped some relationsips with job placement offices at commuter colleges and it's worked out very well. You just need to have a clear attendance policy to weed out those that are not responsible.