When it comes to
customer engagement, nothing could be more important than having the right
people interacting with your customers - and the right-skilled managers to lead
the frontline. So it’s worthwhile getting the assistance of specialist
recruiters whose entire focus is on the “customer” niche, whether that’s in a
contact centre, retail or other type of sales and service environment. These
recruiters will have the methodologies, databases and software tools to quickly
shortlist suitable candidates.
Contact centre recruitment
Finding the best
talent for your contact centre requires a deep understanding of a candidate’s
skills, competencies, personality, and even emotional intelligence. Recruiters
may run assessment centres to profile candidates, combining role plays, literacy,
typing and psychometric tests. More and more, both employers and employees are also
seeking workforce flexibility. With most
contact centres experiencing unexpected peaks and trophs, and operating over
extended hours, understanding a candidate’s ability to accommodate varying
shifts is also important.
of course assist with reference checks with past employers. A range of additional background
checks are becoming more common, as companies pay more attention to risk
Contact centre support
functions, such as workforce management, knowledge management and analytics,
have a number of roles which are key to a high-performing operation. For
example, the cost of a “wrong hire” of a workforce planner may result in
overstaffing which may cost the business all up close to £50,000 per FTE! In
such a people-intensive business as contact centres, getting the numbers right
is crucial, and the investment in sourcing experts to do this speaks for
itself. Contact centre recruitment agencies are well-placed to assist.
Finding true Customer Experience leaders
experience (CX) leaders are in strong demand, as the market plays catch up to
the rapidly evolving customer experience discipline. CX crosses over many
silos, not just the contact centre, but also marketing, digital and analytics.
Understandably, those who thrive in these roles have exceptional stakeholder
management and communication skills to get everyone working together to reach
over-arching CX goals. To reach these experts – in such short supply – it is recommended
to use specialists who can reach passive candidates through targeted search
techniques, and who know the top talent inside out.
Whatever the role across your customer operation, no matter how
junior or senior, AboutMatch can connect you with the right recruiters and
search agencies with a depth of industry knowledge, experience and a rich candidate
Connect with contact centre recruiters and search agencies.