Value starts with our people. Our six step recruiting process includes three rounds of interviews and extensive testing. We find the best-educated candidates in the call center labor market. In the Philippines, we recruit the graduates of leading universities; we use rigorous skills and personality testing to find smart, motivated candidates.
When it comes to hiring, investing to outperform means all the difference and better agents for our customers.
We all know about the timeless personality models on the market, such as “Colors,” based on the DISC model. Do “Blue” people (those who are analytical) perform better than “Green” people (those who are engaging with high affiliation needs)? Or do the “Yellows” thrive (those who are fun, upbeat and spontaneous)?
Personality models can typically describe an individual’s dominant personality traits, which is helpful when you’re trying to improve collaboration among a group of people. However, current research confirms that no single personality type dictates success among call center agents.
So what makes a good call center agent?
Four main factors influence whether individuals will become great call center agents. The more of these factors that are aligned and in play, the more likely the agent will be successful:
- Competencies
- Motivational Fit
- Personality
- External Factors
These factors and all of the issues they cover are like a Rubik’s cube, interrelated in numerous ways. But with the proper perspective and a framework for evaluating prospective employees, the puzzle becomes much easier to solve.
Select International’s research indicates that, while these are all important, the degree to which they affect an individual’s likelihood of success varies, as shown in the diagram.
Graph 1.
Call Center Agent Success Profile Categories by Weighting
Select International Inc. Copyright 2005
1. Competencies
The most obvious of the four, the Competencies factor has the greatest impact on overall job performance. It indicates whether an agent has the skills, knowledge and ability required for the job. This includes technical knowledge of the product or services the company offers as well as knowledge of various call center systems, such as computers, telephony systems and CRM databases – all of which can be easily taught and tested for.
Competencies also reflect a person’s ability to speak clearly and articulate a passion to meet and exceed customer expectations, along with the ability to develop rapport with every caller. It involves solving problems and managing difficult situations to end every call positively – even turning complaints into additional sales. And finally, but not least of all, Competencies includes navigating multiple software applications. By utilizing is customized fully automated testing System CTI insures that all candidates are fully competent to handle the task at hand with a average passing grade of 7% we are targeting the highest quality of candidates in the market.
2. Motivational Fit
As the label suggests, this factor indicates how well the job characteristics match with the personal motivators of call center agents. This factor consists of three elements:
- Job Fit: Does the job motivate the person? Is the nature of the challenging call center work fitting (constant monitoring, demands for promptness, endless pressure to perform, confinements to space, etc.)? Environmental factors, such as seating arrangements, also come into play – as do ergonomic characteristics of the center, like lighting and general noise levels.
- Culture Fit: Does the culture of the company and call center match the individual’s priorities and interests? This includes the type of people who work there, how call center management leads, company values and company commitment to employee development and training.
- Personal Interest: Does the company offer what the person wants? For example, if a person has loved working in a fast-paced, high-energy retail environment, it’s not likely he or she will enjoy working in a sedentary call center job.
3. Personality
Personality type impacts many aspects of fit and success potential, and how call center agents will respond to the other factors. However, as discussed earlier, there is no single personality type that will be more successful than another in a call center.
Personal Interest: Does the company offer what the person wants? For example, if a person has loved working in a fast-paced, high-energy retail environment, it’s not likely he or she will enjoy working in a sedentary call center job.
4. External Factors
External Factors are those beyond the control of the agents and call center management. They include competitive compensation, location and transportation available. All of these factors can strongly impact a person’s willingness and ability to do the job, as well as quality and productivity levels. At CTI we have allocated our resources and managements to minimize these factors in our agents performance.
Below is some sample records from some of our current call center agents. Feel free to listen to them.
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