International Training
Donna Earl Training
Customer Service and Management Skills Training
     
 
  Donna Earl Training Home Page
Customer Service Training
Management Training

About Donna Earl
Clients and Testimonials
Resources and Links
Privacy Policy
Contact Donna Earl Training via email
Contact Donna Earl Training via email






     

Customer Service Manager's Guide
to Effective Call Center Staffing

Article by Donna Earl

Effective Call Center Staffing Every customer service manager's goal in staffing a call center is to hire Customer Service Representatives who are customer friendly and competent and will become long-term employees.

When approaching the task of staffing a call center the customer service manager should complete these three steps:

1. 

Define job objectives.

Will CSRs be dealing with inbound calls exclusively to:

  • Give information to the customer
  • Solve customer problems
  • Take orders
  • Cross sell

Or will reps originate outbound calls to:

  • Generate leads
  • Identify prospective customers
  • Sell a product or service
 
2.

Develop criteria for screening candidates during the interview process.

Remember to initially screen applicants over the phone to evaluate their "phone personality." Whether inbound or outbound, the successful rep must have:

  • Excellent communication skills. While interviewing by phone, evaluate:
    •  vocal tone
    •  grammar and language usage
    •  ability to listen
    •  energy level
    •  friendliness and enthusiasm in voice

  • Characteristics of success:
    •  positive attitude
    •  patience
    •  persistence
    •  attention to detail
    •  eagerness to learn
    •  willingness to share new ideas and coach other team members
 
3. Use effective management practices.

Set clear expectations up front - during the interview process. Then continually monitor calls and give feedback. When coaching, present ideas for improvement immediately so the CSR can immediately start using the best technique.

By following these three steps, customer service managers can improve the quality of new hires, reduce turnover, and increase the effectiveness of Customer Service Representatives.

Copyright © 2008 Donna Earl & Co. All rights reserved.

Donna Earl is an international specialist in Customer Service, Management Skills and Emotional Intelligence. Donna can be contacted by phone at 415.929.8110 or by email at email@DonnaEarlTraining.com for permission to reprint these articles, or regarding her consulting and training services.