Call Center Recruiting and New- Hire Training: The Best of Call Center Management Review

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More About This Book

Product Details

  • ISBN-13: 9780970950703
  • Publisher: ICMI Press (International Customer Management
  • Publication date: 10/28/2001
  • Pages: 164
  • Product dimensions: 6.08 (w) x 8.96 (h) x 0.45 (d)

Table of Contents

Foreword v
Chapter 1 Managers' Views on Staffing 1
Call Center Managers Share Secrets at Human Resources Roundtable 3
Guide to Call Center Staffing Success in the New Millennium 9
Chapter 2 Recruiting 19
How to Develop a Retention-Oriented Agent Recruiting and Selection Process 21
Recruiting Strategies for Multimedia Call Centers 27
Call Center Managers Turn to Employment Specialists for Staffing Solutions 33
ETS Strikes It Rich Tapping Contract Worker Pool 41
College Call Center Programs Help to Fill Shallow Labor Pool 45
Chapter 3 Selecting the Right Candidates 53
CIGNA Uses Computerized Applicant-Screening System to Identify Top Agent Candidates 55
Specialized Pre-Employment Screening Pays Off for Call Centers 61
GEICO Explains Its Criteria for Hiring and Retaining Reps 67
Net Reps: Crucial Staff for Today's Contact Center 73
Don't Waste Resources Developing the Wrong People 79
Chapter 4 Developing New-Hires into Successful Agents 83
Ensuring New-Hire Success via "Transition Training" 85
Arrowhead Water's Innovative Hiring and Agent Development Practices 91
Agent Partners Tackle Training Challenges at Today's Merchandising's Call Center 97
Getting Aggressive with Agent Retention 101
Chapter 5 Recruiting and Training Call Center Management 107
Developing Super Reps into Supervisors 109
Training and Support for Frontline Supervisors 113
Tips on Recruiting Top-Quality Call Center Managers 117
Chapter 6 Alternative Labor Pools 123
Goodwill Toronto Trains Disabled Workers and Youth-at-Risk for Call Center Careers 125
GSA Call Center Provides Meaningful Jobs for Workers Who Are Blind 131
Chapter 7 Hiring Humor 139
Effective Pre-Employment Questions 141
Separating the Reps from the Replicas 145
Index 149
Publication Dates 153
How to Reach the Publisher 155
About Incoming Calls Management Institute 157
Author Biographies 158
Order Form 163
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