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What is the best way to manage a constant flow of hiring and training in the call center? Our call center is on a continuous hiring cycle and our new hire training is five weeks long. How do we manage this and achieve the maximum benefit for both human resources (HR) and the call center?

What is the best way to manage a constant flow of hiring and training in the call center? Our call center is on a continuous hiring cycle and our new hire training is five weeks long. How do we manage this and achieve the maximum benefit for both human resources (HR) and the call center?

12/11/2007

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Question
What is the best way to manage a constant flow of hiring and training in the call center? Our call center is on a continuous hiring cycle and our new hire training is five weeks long. How do we manage this and achieve the maximum benefit for both human resources (HR) and the call center?

Answer

The situation that you describe, a continual cycle of hiring call center agents and a five-week training program for new agents, is common in many call center environments. Unfortunately, it is also a very costly practice, as it involves a great deal of management attention. Since the entire process begins with hiring the right agents, it would be best to start with a careful review of your recruiting, interviewing and hiring practices.

Here are a few best practices for hiring call center agents:

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