Effective Job Descriptions

Your job postings set the stage for candidates’ initial perceptions of your call center. Those first impressions wield incredible power in drawing top-tier candidates to your doorstep. However, creating impactful call center job descriptions can sometimes be challenging. This guide will equip you with insights into shaping job ads that seamlessly inform, captivate, and motivate. […]

This guide will equip you with insights into shaping job ads that seamlessly inform, captivate, and motivate. We’ll also delve into the elements that can attract or deter candidates as they engage with your listings to empower you with a deeper understanding of their needs and expectations.

The State of Customer Care Today: What You Need to Know

Getting the right customer care talent is a real challenge these days as highlighted by McKinsey. The current workforce is facing higher call volumes and more complex calls.

In fact, 61 percent of care leaders they surveyed found a growth in their total calls due to the increased contacts of each customer and their growing customer base. Additionally, 58 percent of these leaders expect even more calls coming in.

What makes things more challenging is that employees are leaving faster than they did pre-pandemic and they’re also more difficult to replace. Around half of managers, they surveyed noticed a spike in employees leaving over the past year. Here are the top reasons why employees left their jobs:

58 percent left due to recruiting from competitors
39 percent left due to employee dissatisfaction¹

With this information in mind, you can write better job descriptions for your call center vacancies. When you’re putting out those listings, think about how you can tackle these issues and attract your next best candidates.

Revamp your Job Descriptions: 8 Tips to Attract the Best Talent

The key to writing better job descriptions is understanding what customer service representatives are looking for. Figure out what they want and show them how the job checks all these boxes. Here are some tips you can apply.

1. Learn from Your Competitors

One reason why candidates are leaving their current jobs is because other companies are snatching them up. With this in mind, you might want to consider learning from them.

Read through their job postings and see how they write them. For instance, take note of how their wordings or how welcoming their tone is. Identify what’s unique or good about these posts and try writing something similar but relevant to the job you’re hiring for.

2. Write Clear and Concise Job Titles

Just like headlines catch people’s attention, the job title is the first thing applicants will look at when deciding if a position is a good fit for them. It’s the first thing that makes them view the entirety of a job post or skip it.

However, it doesn’t mean getting creative with titles such as “Customer Service Champ”. Candidates don’t have time for riddles. It’s better to take a more straightforward approach and use titles such as “Experienced Customer Service Agent.”

3. Identify the Important Skills Needed

Now that a candidate’s got their eyes on your post, it’s time to see if they’ve got the skills needed for the job. It’s best to clearly state the most critical requirements you’re looking for in a customer service representative.

You could categorize job requirements into two groups: required and preferred. For instance, a required skill is proficiency in using CRM software while a preferred skill is bilingualism. This method makes it easy for job seekers to identify whether they qualify for the position or not.

4. Make Your Post Easy to Read

Most candidates skim job descriptions first to determine if they’re interested in further pursuing the opportunity. Long, wordy sentences and confusing jargon may turn off potential applicants, and you could end up missing out on exceptional employees.

To avoid this, it’s best to break job descriptions into bite-size pieces of info by using clear and exact headings such as “Job Duties” and “Job Requirements.” It’s also ideal to keep your sentences brief and use bullet points whenever appropriate.

Your post’s flow will be very important too. For example, put the most important details on the topmost part of your post. These include salary range, benefits, and job qualifications.

5. Remember to Use Inclusive Language

It’s advisable to steer clear of unintentional bias in your language—it matters more than you might think. Remember, how you communicate can shape how job seekers see your company.

According to McKinsey, racial or ethnic minority and LGBTQ+ candidates are more likely to pass on a job if the company appears non-inclusive. In fact, you can lose an average of 39 percent of potential applicants.²

When you’re drafting your job posts, opt for gender-neutral pronouns and inclusive language. Craft descriptions that embrace all backgrounds, ethnicities, faiths, genders, ages, abilities, and more.

For instance, phrases like “strong English-language skills” might discourage non-native English speakers, while “young and energetic” could turn away more experienced candidates. This is why it’s important to choose your words carefully.

6. Talk about Company Culture and Values

Help potential employees imagine what it’ll be like working for you. You could describe what a typical day looks like by listing down job responsibilities, benefits and perks, and a glimpse into the company’s culture. Your goal? To show potential employees how amazing it’ll be to work in your call center.

And when delving into your work culture, underline how much you value your team. Gallup discovered that 61 percent of employees highly prize work-life balance and personal well-being in their next job.³ Use your post to spotlight how your setup benefits applicants and let them know you care about them as individuals and respect their needs.

7. Provide Salary Range and Benefits

According to Statista, almost 50 percent of employers agree that offering competitive starting salaries is one of the most popular methods of attracting skilled candidates in the United States. Meanwhile flexible work options, hiring remote candidates, and signing bonuses also rank high on the list.⁴

You don’t have to disclose the exact amount, but laying out the range together with insights into medical insurance benefits and retirement packages can give your job an enticing edge. Additionally, excluding the compensation specifics might signal your job offer falls short, which could deter top tier candidates.

Choosing to exclude the compensation details in your job posting may give the impression that the compensation package you’re offering isn’t good enough and may discourage candidates from applying.

8. Provide an Overview of Growth Opportunities

A McKinsey Consumer Pulse Survey revealed that 74 percent of Gen Z and millennial participants harbor concerns about job stability.⁵ You can help your applicants, especially the younger ones, feel secure about working with you by spotlighting growth and development opportunities in your job posting.

These could include upskilling opportunities or training initiatives. Including these details underscores your commitment to invest in their career growth and future in the company.

Related Reading: 7 Secrets to Outstanding Customer Service

FIND THE BEST CALL CENTER CANDIDATES WITH SALEM SOLUTIONS

Crafting an effective job description is the key to attracting exceptional candidates and expediting your hiring process. At Salem Solutions we specialize in call center candidate recruitment. We understand the unique challenges call centers face and vet all potential candidates, presenting you with only the most qualified to interview.

When it comes time to find your next exceptional agent, you can count on us to do the job. Request an employee today to fill your vacancies or build a whole customer service team. Contact us to find out how!

References

1 “The State of Customer Care in 2022.” McKinsey & Company, 8 Jul. 2022, www.mckinsey.com/capabilities/operations/our-insights/the-state-of-customer-care-in-2022.

2 “Not Inclusive? You’re Losing 39 Percent of Job Applicants.” McKinsey & Company, 29 Jun. 2020, www.mckinsey.com/featured-insights/sustainable-inclusive-growth/chart-of-the-day/not-inclusive-youre-losing-39-percent-of-job-applicants.

3 Wigert, Ben. “The Top 6 Things Employees Want in Their Next Job.” Gallup, 21 Feb. 2022, www.gallup.com/workplace/389807/top-things-employees-next-job.aspx.

4 “Top Methods of Attracting Skilled Candidates by Employers in the United States in 2022.” Statista, 25 Apr. 2023, www.statista.com/statistics/1380196/how-employers-are-attracting-skilled-candidates/.

5 “Job Jitters.” McKinsey & Company, 9 May 2023, www.mckinsey.com/featured-insights/sustainable-inclusive-growth/chart-of-the-day/job-jitters.

Jule Doran
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Posted on
August 12, 2021

Should You Apply to a Job That You’re Unqualified For?

Let’s say you are browsing job boards for open positions. You stumble across a job title that sounds promising, so you click the link for further details. The description and duties align near perfectly with your dream job. And then your excitement is crushed when you realize you don’t meet the requirements. You do not […]

How to Know If You Should Apply For Job You Are Underqualified For

First, it is essential to understand that employers create job requirements that describe their ideal candidate. 9 times out of 10, the perfect candidate does not exist, but the point is to prevent applicants who do not qualify at all from applying. This guideline will help you determine if you are qualified enough to apply for a job you do not meet all the requirements for.

How Underqualified are You?

You should be at least a 50% match to consider applying for a position. The closer you are to 100%, the better, though. Keep in mind that you should match with most of the more important requirements, such as experience with the “X” program and not “willingness to learn.” Anything under 50%, and the chances are good that you will be wasting both your time and the employer’s.

Do You Have Achievements Under Your Belt?

If you have incredible achievements under your belt that can relate back to the industry you are applying for jobs in, then you should go for it! Achievements can be anything from winning an award to being an inventor so long as you can show how it is beneficial to the job you are applying for.

You Know You Have What It Takes!

Let’s face it. You know deep down whether you have the credentials to be successful at a job. If you know you have what it takes and can answer how you would provide immediate value to the position and company, you should apply. However, if you know with certainty that you will be winging it, it’s time to move on.

Tips for Applying for Jobs Your Underqualified for

Submit a functional resume – Instead of a chronological resume, try a functional one that groups your experiences according to skillsets (e.g., leadership).
Show off your personality – Employers want to hire people who can get along with everyone. Being likable goes a long way.
Find an “In” – If possible, find someone you know who can make a personal introduction within the company.
Demonstrate your value – Create a presentation or an outline that shows how you would tackle the position and overcome challenges. Then, attach it to your application.
Fill in the Gaps – Show how the skills and experiences you do have translate into the position you are applying for.

Let Salem Solutions Help You Find Your Next Great Job!

Scouring the internet to find current job openings can be frustrating, to say the least. First, you have to sift through hundreds of jobs that are months old and probably not even still open. Even then, you still aren’t finding the best jobs because many employers choose to utilize staffing agencies to help them fill open positions instead of public job boards.

Salem Solutions is the leading staffing agency in the United States. Not only do they have access to open positions that are not publicly advertised, but they will do the leg work of finding jobs openings that match your skillset and career goals. Best of all, partnering with Salem Solutions is FREE to job seekers! So what are you waiting for? Browse open positions today!

Jule Doran
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Posted on
August 5, 2021

Onboarding for Retention

Every company, no matter how big or small, strives to have a high employee retention rate. Having a high retention rate positively affects your bottom line by saving the time, money, and resources that it takes to train a new hire. Your onboarding process plays a critical role in whether employees stay with your company […]

In fact, a study conducted by the Society of Human Resource Management found that half of employees leave within a year and a half. The cost of replacement is high, comparable to 6 to 9 months of the employee’s salary. Let’s look at how the onboarding process can impact call center employee retention and tips for strengthening your company’s strategy.

How The Onboarding Process Can Impact Call Center Employee Retention

What is the Purpose of an Onboarding Process?

New hire onboarding processes are designed to help call center employees integrate with your organization’s culture in every way. It involves making new employees feel welcome and providing the tools needed for them to be successful. Strategic onboarding shows employer dedication which helps to create a quicker and stronger loyalty from employees. In turn, employee retention increases.

How Long Should Onboarding Last?

Onboarding is often confused with orientation. Although orientation is a part of the onboarding process, it is just a small portion focused on completing the necessary paperwork, which typically only lasts a week or two. On the other hand, onboarding is a much more comprehensive process that should last anywhere from a few months to a year, depending on the position.

Onboarding’s Massive Impact (Numbers Don’t Lie)

Recent studies shed light on just how devastating a poor onboarding program can have on your company:

A strong onboarding process can increase employee retention by an incredible 82%. This is crucial in an economy where job opportunities are high, and people have plenty of choices when it comes to where they work.
Did you know that only 12% of employees believe their employer has a great onboarding program? That’s a meager number and leaves plenty of opportunities to become a preferred company to work for.
Over half of organizations (58%) admit that their onboarding is primarily geared toward technical processes such as paperwork. In reality, it should go way beyond the legalities of hiring.

Make These Considerations Before Developing or Revamping

When will the onboarding process begin, and how long will it last? The answer may not be one-size-fits-all but differ based on job titles.
What is the best way to obtain feedback and measure progress on the program?
Outline what new hires need to know about the culture and workplace dynamics to be successful.
What is Human Resource’s role?
What are the initial goals for new hires?

Strategies for Strengthening Your Onboarding Process

Follow these tips to take your onboarding program to the next level and improve employee retention.

Look Past the First Week

It takes longer than a week for a new hire to integrate into a new workplace. They have to not only navigate new job duties but a new culture, teammates, and supervisors. Ensure support is provided for at least the first 3 months and potentially longer if need be. By the time onboarding ends, new hires should be able to work at full capacity.

Before the First Day

Contrary to popular belief, onboarding should not begin on a new employee’s first day but instead on the day they are hired. Send out a welcome email. If possible, send the paperwork that needs to be signed along with the employee handbook and any other pertinent resources new hires will need on their first day, including access to employee portals.

By the time a new hire’s first day arrives, ensure you have their office space or cubicle set up. Alert the receptionist of their arrival and make sure that someone is there to greet them and guide them through their first through moments. Nothing will make an employee feel worse than feeling like they aren’t valued.

First Days are the Hardest

The first day on a new job is the hardest. There is a lot to take in, not to mention new hires want to make an excellent first impression and show they are an asset to your company. Ensure new hires are met on their first day with a warm welcome and a friendly tour. Introduce them to coworkers, supervisors, and other departments such as accounting that they will need to work with regularly. You want new hires to feel excited from day one!

Partner New Hires with a Veteran

Anxiety about doing a good job and impressing supervisors is entirely normal. Make first days, weeks, and even months easier by pairing new hires with a mentor until they are confident in their job responsibilities. The length of time will depend on the individual employee as well as the complexity of the position. Offering complete support as new hires become acclimated is vital to employee success and retention.

Lay Out Expectations

It is easier for employees to be successful when they know what is expected of them. As a part of the onboarding process, it is advisable to clearly lay out expectations, including setting key performance indicators (KPIs).

Walk new hires through opportunities for career growth. Nobody wants a job that is a dead-end. Employees are much more likely to stay when they know there is plenty of opportunity for growth.

Ready for Your Next Great Hire? Salem Solutions Can Help!

Creating a robust onboarding program is the key to getting every new hire off to a great start and improving employee retention. Salem Solutions is the nation’s leading staffing agency, specializing in the government call center, and commercial customer service industries, just to name a few! No matter how complex your staffing challenges are, we have you covered! Don’t waste another minute; request your next employee today!

Jule Doran
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Posted on
July 22, 2021

Interview Guide: Five Easy Answers for Hard Questions

The fact of the matter is that the most straightforward interview questions are often the most difficult to come up with answers for that set you apart from other candidates who may be just as qualified. Hiring managers are tired of hearing the same canned responses to interview questions. This is your interview guide to […]

5 Answers to Hard Interview Questions

What Questions Do You Have?

Do not let this question fool you. It is often the hardest for candidates to get right. Most interviewees do not prepare, so they blank when asked this question and end up saying, “nothing” (the worst possible response). This response shows a lack of care for the position. You should always prepare for this question ahead of time. Make sure you ask at least one or two questions that you can’t easily find the answers to on the internet. For example, ask how the organization views success.

Please Describe Yourself in One Word

There’s no doubt this is a tough one! First, avoid generic responses such as “punctual” that do not really tell employers anything about yourself. Instead, choose an adjective that relates to the position you are applying for and is meaningful to who you are as an employee. For instance, if you apply for a data entry position, a great option is “detail-oriented.”

Why Should I Hire You for This Position?

It can be hard to “brag” on yourself, but sometimes you have to. In this case, you can do so humbly. Prepare a short answer that highlights how you will be an asset to the company. Avoid mentioning other candidates or rambling on about irrelevant facts that do not pertain to the needs of the position or the organization.

What is Your Greatest Achievement?

You have a long list of accomplishments, and that is amazing! However, you probably do not need to list them all in an interview. Instead, choose the ones that are most relevant to the position you are interviewing for. After all, the chances are good that the interviewer saw your complete list of achievements on your resume.

What is Your Biggest Strength and Weakness?

This question is about digging deeper into your character and the value you can bring to the company. Then, when it comes to your biggest strength, choose one that will be an asset to the position you are vying for. The more relevant it is, the more of an impact it will have.

However, for your biggest weakness, gone are the days of choosing a weakness that is actually a strength. The best strategy is to be honest and then provide steps you are taking to become stronger in that area. Your candid answer will be appreciated and leave a better impression!

Find the Perfect Job! Salem Solutions Can Help!

Following these tips will help you prepare stellar answers to the most commonly asked interview questions. Salem Solutions is the nation’s leading staffing agency! We are here to help you find the perfect job to fit your career goals. Browse open positions today!

Jule Doran
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Posted on
July 15, 2021

Hashtag Your Way to Success: Social Media Secrets for Job Seekers

When you think of Facebook, Twitter, or Instagram, you might picture fun moments with your dog or updates from friends and family. But here’s the secret: these social media platforms can also be valuable networking opportunities to land your next job. In this blog, we’ll reveal the untapped potential of social media and hashtags in […]

In this blog, we’ll reveal the untapped potential of social media and hashtags in your job search. Job seekers like you will uncover strategies to leverage your favorite platforms, enhancing your visibility and expanding your network. Discover the key to finding the perfect job opportunities in the digital age.

Social Media Usage and Recruitment Today

Social media is part of most people’s daily routines. It serves as a platform for connecting with others and sharing experiences.

Regarding social media habits, Gallup found that most people prefer browsing social media over creating content themselves. For instance, 62 percent of U.S. adults use Facebook daily or weekly, while 59 percent engage with YouTube. Additionally, about 35 percent of U.S. adults occasionally post content on Facebook, with another 20 percent do so on Instagram.¹

Interestingly, social media is also a great way for recruiters and employers to seek job candidates. A survey conducted by Statista reveals that 58 percent of staffing firm employees consider social media one of their most effective sources for identifying potential candidates.²

With this in mind, you can also take advantage of social media to find your next big opportunity by attracting employers and building professional connections through your profile’s content.

7 Ways to Maximize Social Media for Your Job Search

Here are some social media tips you can make the most of to find the best opportunities in the job market.

1. Try looking yourself up.

Start by conducting a simple online self-search. Enter your name into a search engine and see what results come up. Look out for any unfavorable content and determine which of your social media profiles it’s linked to.

Take the time to hide or remove these posts, as they can influence a recruiter’s initial perception of you. If too many posts exist in one profile, consider setting that account to private. For instance, if you find unprofessional or embarrassing posts on your Twitter feed, either delete them or make them private to ensure a cleaner online image for potential employers.

2. Optimize your profile for job search.

Once you have tried looking yourself up on a search engine, it’s time to give your social media accounts a new look for your job hunt.

Select only a few relevant platforms to optimize.

You wouldn’t really use all your social media accounts for job search. Select only a few that you can comfortably manage for the process. Think about using LinkedIn, Facebook, or Twitter, for example. On these selected platforms, make sure your profile is a goldmine of information that recruiters and employers would want to know about you.

Highlight the details recruiters would want to know.

Now that you’ve selected a platform, make sure to include the necessary details recruiters and employers would want to know about you. This means showcasing your work history, educational background, and job-related skills and having a professional-looking profile photo.

You can even add your contact email for convenience or note that you’re open to messages on these platforms, making it easier for potential employers to reach out. For example, if you’re a graphic designer, showcase your portfolio prominently on LinkedIn and Twitter.

Or, if you’re a marketing professional, emphasize your experience and skills in that field on Facebook and Instagram. These subtle tweaks can go a long way towards creating a more appealing online presence for recruiters.

3. Let people know you are available for employment opportunities.

Make some noise on social media by letting everyone know you’re on the hunt for employment opportunities. You can choose which type of format suits you best: a text post, some engaging photos, or even a video. This is your chance to showcase your personal brand, chat about your work history and skills briefly, and highlight what makes you stand out from the crowd.

Consistency is key, so keep those posts coming to keep your connections engaged. Use social media scheduling apps to help you manage your content and post on a regular basis.

Don’t hesitate to ask your friends and family to give your post a share – it’s a smart way to broaden your reach. They might just have some connections in your industry who know about job openings that would be a perfect fit for you.

4. Maximize the use of hashtags.

Hashtags are more valuable than most people realize. You can add professional hashtags to ensure your content ends up on the right people’s feeds. You can also use them to navigate social media platforms in looking for an opportunity to apply. Hashtags are most useful on Facebook, Instagram, Twitter, and LinkedIn.

Use hashtags to search for job openings.

You can use hashtags to look up job posts that align with your search. You can be as specific as possible to help narrow your search. Adding relevant professional hashtags ensures your posts reach the right audience.

Consider this scenario: if you’re on the hunt for call center jobs, you can use hashtags like #nowhiring, #callcenterjobs, #customerserviceopportunities, or #customersupportcareers to narrow down your search.

Let hashtags help recruiters find you.

Using hashtags on your posts helps improve your visibility by bringing them recruiters’ and employers’ feeds. Create a post highlighting your exceptional call center skills, and by adding hashtags like #jobsearch, #jobseeker, or #hireme, your content appears in the feeds of recruiters and employers seeking candidates like you.

This strategy helps you stand out in a competitive job market, and when employers search for candidates with the skills you possess, they’re more likely to come across your profile.

5. Build connections through impactful conversations.

Expanding your network is crucial, especially if you’re seeking a job in the call center industry. Start by following potential employers, industry leaders, and recruiters on social media platforms. Follow top call center companies on LinkedIn or Twitter and engage with posts or discussions they initiate. This not only keeps you informed about the latest trends but also makes you visible to these companies.

Connecting with others is also a great way to find a job through referrals. Make connecting with others in the industry a part of your daily or weekly routine. Set a schedule for it to help you improve your visibility and chances of getting hired.

6. Join career or industry-specific groups.

Sometimes, social media algorithms might not give you the visibility you need. Consider joining career or industry-specific groups on platforms like LinkedIn and Facebook. These groups make connecting with the right group of people more accessible.

Industry-specific groups often attract recruiters and industry leaders looking for job applicants. So, you not only get to interact with peers but also stand a chance to spot relevant job posts from the recruiters present.

In addition, these groups serve as a hub for in-depth discussions on industry trends, challenges, and opportunities. You can actively participate, share your experiences, and gain valuable insights from others who share similar experiences. Don’t just rely on your regular feed; explore these niche communities to give your job hunt an extra boost.

7. Make your online presence readily available.

Now that you’ve created a job search-friendly social media presence, it’s time to be proud of your online spaces. Add your social media handles to your resume and your website.

With your social media handles readily available, recruiters and hiring managers can easily explore your online presence, understand your personality, and see how you can be valuable to their team. It’s a simple yet effective way to stand out and showcase your dedication to finding the right job.

Let your social media profiles speak of what you can do!

As you connect with others, aim to highlight what makes you stand out in your field. The more you can showcase your skills and knowledge, the better your chances of attracting the right job opportunities. Don’t let your profiles grow stagnant.

Keep them fresh and updated with any career developments. Just like you stay on top of industry trends, make sure your social media presence reflects your current status and capabilities.

SALEM SOLUTIONS CAN GIVE YOUR JOB SEARCH A BOOST

Social media platforms can work for you in the job hunt, but you can take it to the next level by teaming up with a staffing firm like Salem Solutions. Our staffing areas of expertise include Call Center, Customer Service, Office & Administrative, Government, and more.

It won’t cost job seekers like you a dime. Our staffing specialists will match you with open positions that fit your expertise and skill set. Contact us today, and let’s get started!

References

1 Jones, Jeffrey M. “Social Media Users More Inclined to Browse Than Post Content.” Gallup, 9 Jan. 2023, news.gallup.com/poll/467792/social-media-users-inclined-browse-post-content.aspx.

2 “Opinion of Staffing Firm Employees about the Best Sources of Candidates in North America in 2018.” Statista, 6 Jul. 2022, www.statista.com/statistics/808058/north-american-staffing-industry-best-sources-of-candidates/.

Jule Doran
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Posted on
July 8, 2021

Find Hidden Call Center Talent

Finding and hiring new agents for your call center is more difficult than ever. Due to the nationwide shortage of candidates, centers must change their recruiting strategies if they are going to survive these challenging times. How do you find hidden call center talent? Let’s find out! The Hiring Challenges Call Centers Face Traditional methods […]

The Hiring Challenges Call Centers Face

Traditional methods are no longer effective or efficient because most applicants will not check every requirement box on the job description. In fact, their qualifications may not be straightforward at all, making it easy to overlook a candidate who will make an excellent hire. Call centers must learn how to interpret skills and qualities that will translate well into the work environment.

The second challenge is finding the right talent. It takes a bit of creativity and researching skills to find hidden gems. It is crucial to know who you are targeting and where to look. The good news is that they are out there! These tips will help you find your next great hire!

Loosen Up on Eligibility Requirements

The application process takes time, so job seekers will not waste time applying to positions they don’t feel they qualify for. If your job requirements are incredibly specific, you may be alienating top talent. For instance, stating that a candidate must have 5+ years of experience might be overkill. Instead, replace it with “prefer previous experience”. The years of experience are not as important as the skills and gained during whatever time the candidate has under their belt.

How to Rework Your Job Description

Draft job descriptions in a way that welcomes candidates who have the potential to be a great addition to your team. This may be in soft skills, education, experience, or transferrable skills. Let job seekers know that you are willing to train the right candidate. Broadening your job description will help attract a higher number of qualified applicants. Make a notation on the job description that those who feel this is the right fit are encouraged to apply. You want candidates to feel comfortable applying to your position even if their skill set doesn’t match up exactly.

Look for the Potential in Candidates

Now that you have eased up on job requirements, it is time to look at applications from a different perspective. Just because a candidate does not have formal call center training or previous experience doesn’t mean they should be instantly dismissed. Look for relevant experience and training. For instance, someone who has worked as a receptionist in a hospital or even owned their own business probably has the skills needed to succeed in a call center environment. They will already be familiar with handling customer issues in a fast-paced atmosphere.

A good rule of thumb is to look for the individual skills needed instead of the whole package. For example, instead of seeking someone who has worked in a call center, keep an eye out for candidates who have held jobs that required excellent communication skills, the ability to multi-task, and comfort working in high-stress situations.

The bottom line is that candidates who are perfectly molded right out of the gate are few and far between. Your company must be willing to hire potential and train accordingly.

Change Your Interview Tactics

Traditional interviews typically include mainly focusing on hard skills and previous call center experience. Shift your interview tactics away from this line of thinking and more toward personality and behavioral traits such as working well with a team and being customer-centric. Also, rely heavily on soft skills that are transferrable such as being detail-oriented and having strong communication skills.

It is crucial during the interview to determine who has potential for success in the job through training and who does not. Situational questions such as “What would you do…” can help you out tremendously in this area.

Broaden Your Potential Talent Pool

Consider structuring your call center to include demographics that normally wouldn’t be possible. This includes implementing a flexible or work-from-home schedule to include often-overlooked groups such as stay-at-home parents or those who are caretakers of elderly or ill family members.

The larger your talent pool and more inclusive your call center are to employees with various needs, the easier it is to find top-notch hires. Not to mention, you will gain a stellar reputation as an organization that welcomes employees of diverse backgrounds and needs. As a highly sought-after employer, talent will come to you, reducing the effort you have to put into chasing qualified candidates.

Redirect Your Job Advertisements

When announcing an open position with your call center, be sure to change up your strategy to target every group that will be a good fit for the call center. This includes taking full advantage of social media platforms, job boards, LinkedIn, and your website.

The bottom line is that you will never find the hidden talent your call center desperately needs if the right people do not know these opportunities exist.

Leave the Hard Work to Us! Salem Solutions Can Help!

The hardest part of the hiring process is finding the perfect candidates to fill your personnel needs. Making a bad hire is costly in the form of money and time. Bad hires either must be let go or leave rather quickly, all on their own. This means you must spend a valuable amount of time going through the recruiting process and training a new hire. The recruiting process takes a great deal of time. This may be time that you do not have.

When you partner with Salem Solutions, we will do the leg work freeing you up to run your call center. As the leading staffing agency in the nation, our staffing specialists will take the time to get to know your needs. We will then leave no stone unturned, combing through our extensive database and searching every connection to find only the best talent. After thoroughly vetting each candidate, we will only present you with the top applicants to interview.

Forget the bad hires and endless searches! Partner with Salem Solutions, and let us handle the rest!

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