There is one common trait that many businesses share and that is a high turnover rate. This continuing challenge makes it difficult for leaders to construct a high performing division. But, with the ideal recruiting interviewing skills training and the correct people in place, the company can flourish towards success. Based on your companies hiring practices, you may or may not be directly involved with the interviewing process and interview skills training.
However, it is in your best interest to become completely conscious of the process, in addition to the employment patterns of your employees or the staff you are recruiting by having the proper interview skills. For the purpose of clarity and understanding we are relating this guide to the recruiting and interviewing of CSR Customer Service Representatives for a call centre environment
Reasons for High Turnover Prices
If your call centre has a high turnover rate, you may be struggling with the reason.
Here are just three of the most common reasons:
- CSRs see their job as a temporary job. The fact is some CSRs are still looking for other tasks while they are utilized as a CSR
- There’s a lack of adequate training for the new CSR. Starting a new job is intimidating enough, but if there is minimum training regarding customer care and telephone skills training, the CSR could feel like he will never truly learn the ropes. Because of this, the CSR gets frustrated and will stay with the job unmotivated, or will find a different job.
- The CSR was not appropriate for the job in the first location. If the Interviewer was not adept in interviewing or lacked formal recruitment interviewing coaching, it is very likely that he or she might have recruited a square peg for a round hole at the recruitment interview procedure.
As a business leader, it does not matter how desperate you are to fill a CSR position, you ought not to hire a man who you do not believe has the capacity to do an excellent job on interview skills training. In the long term, it is much better to have an empty seat and look for the perfect CSR, than to attempt to fill that seat with a less than adequate CSR.
You will find excellent CSRs with great communication and problem solving skills only waiting to be recruited but you have to have the recruiting interviewing skills to have the ability to set up the core competencies you need for the job you want to fill and of the candidate does not match your competencies forget it. Always remember recruitment interviewing is more than a gut feeling.