by Juliayn Scales on February 11, 2019
4 min read
Find out if your call center hiring strategies are still relevant for the modern call center workforce and keeping up with changing business operations.
Call center hiring is changing as rapidly as the industry itself. Just three stats will tell you what’s happening in the call center industry:
Digital transformation has arrived for inbound call centers, driving the need for call center hiring teams in telecom, financial services, healthcare and more to realign with changing business operations and priorities. To find out if your call center hiring strategies are still relevant for the modern call center workforce, read on.
Let’s take a closer look at the data above. What’s surprising about the decrease in call center phone interactions is not that it’s happening, but that it’s happening so quickly. In research by Deloitte, contact center executives expected a decrease in voice interactions from 64% in 2017 to 47% this year. They also projected use of chat, messaging and text to rise from 6% to 16% in the same time frame. For service reps (CSRs) skilled in handling customer inquiries and complaints by phone, that’s a significant shift in technologies, process and communication styles in just a short time. This “omnichannel” model has an impact on call center hiring.
Call centers are switching to multiple channels in their pursuit of a superior, differentiating digital customer experience that is also less costly to execute. The modern call center service experience is:
experience-related KPIs have become top priority for call centers not only because customer satisfaction drives bottom-line financials, but also because new approaches to service change call center hiring. For example, with chat technology, one CSR can manage five or six chat requests at the same time, cutting customer wait times. With AI-driven organized email queues that route the same types of queries to a CSR expert, the CSR can improve both customer response times and response volume. The cost per interaction drops from dollars to pennies.
Digital transformation is changing what effective call center hiring looks like:
The new ideal candidate isn’t just phone-service savvy. He needs strong tech skills and the ability to handle multiple platforms at once, including team collaboration tools. Multitasking capability is a must for handling a half dozen customer chats simultaneously. He also needs not simply a positive service attitude, but the ability to quickly grasp customer context (purchase history, likes/dislikes and other data) and turn that into a personalized service experience. Interacting with customers on social media platforms means he needs sharp public communication skills. Finally, there’s the ability to identify and solve customer issues quickly, without losing his cool.
Increase in remote call center employees. CSRs can provide a digital customer experience from any location. With continuing talent shortages, advanced call center cloud technologies and the cost advantages of a virtual workforce, more call center hiring is dedicated to finding and engaging remote employees.
Continuing battle with attrition. Call centers continue their struggle with some of the highest turnover rates (30% to 50%) of any industry. Though AI technologies which automate some call center activities may cut down on hiring demand and attrition, call center hiring is still high-volume recruitment. The five largest contact centers in the U.S. each maintain a workforce of more than 40,000 employees. Two are closer to 50,000.
You can engage, interview and hire better call center candidates faster with shrewd strategies and innovative HR technology in your call center hiring workflow:
All of these strategies can help you update your call center hiring process so you can consistently make great hires for your organization. Text interviewing transformed call center hiring for one of the nation’s largest health insurance providers – find out how today.