If you’re like most, you are continually challenged to quickly and effectively fill classes with qualified applicants who possess the right skills to deliver an exceptional customer experience and are likely to return the investment on their recruitment and training. Yet today’s job applicants have more employment choices, have higher expectations for job satisfaction, and demand more from their employers.
In today’s fast-paced, information-rich age, customers are better informed than ever before and their expectations for service delivery are the highest they’ve ever been. Therefore, your agents need to have exceptional service, communication, language, and critical thinking skills in order to deliver an outstanding customer experience. Training and coaching can help refine many of these skills, but hiring agents who already possess these attributes will yield better results faster. Your sourcing and recruitment strategies need to be developed with this in mind.
Here are eight tips that will help you improve your agent hiring process, increase the quality-of-hire, reduce attrition and enhance employee engagement.