When you’re on the hunt for the top-notch team of customer service reps to professionally and expertly assist your customers, it can seem like a challenging task. Hiring customer service representatives means that you need individuals with high interpersonal communication skills for your company. The client-facing roles of your organization are responsible for bridging the company to the customer. Despite the sheer number of people employed in this sector, the position itself isn’t easy. With one of the highest turnover rates in the employment area, retention can be a challenge. This can leave you wondering how to hire excellent customer service reps.
Before interviewing a wide pool of candidates, simplify the process with these three tips on how to hire customer service reps for your company.
Clearly define standards and expectations
Ensure you have transparent guidelines in place for the position’s quality standards and responsibilities. Management and HR should be on the same page as to the company’s values, image, and goals. How do these higher level standards translate into skills and attributes you need in customer service reps? It’s the responsibility of hiring managers to transmit these consistent, well-defined expectations to candidates, current employers, and everyone within HR. Disillusioned employees who may have had other expectations before being hired usually don’t stay long. Therefore, it’s important to outline exactly what to expect on the job to help combat turnover. There’s no benefit to a candidate or organization to forcing a candidate’s fit just to fill an empty position.
Employ the help of a staffing agency
If the task of hiring excellent customer service reps for your company seems daunting, hire a staffing agency to help with the search. Recruiters at staffing agencies are professionals in their field and across several diverse industries. With highly valuable connections and an extensive network, recruiters handle the entire process while you focus on growing your business. Recruiters can find pools of experienced candidates that have the uniquely tailored skills your company needs. Due to their experience in this field, many staffing agencies have several contacts that can help in the search. With an understanding of hiring trends across the industry, staffing agencies will also know how to best help you plan for the future.
Outline an action plan
Throwing someone into customer service rep positions without any prior training can create an unnecessary burden for the team and customers. It can be hard to adjust to a shift into a service-centered position. Create an action plan with the team lead who’s in need of talent to ensure a smooth transition. Even if your candidates already has rep experience, there is still a transition to learn your brand’s “language” and values. An action plan helps your new reps settle into their new positions without letting customer service quality suffer. Decide how the new reps should be introduced into their position. Is there time for them to learn the ropes, or do you need an immediate immersion into the workplace? Creating an action plan while deciding how to hire customer service reps can be beneficial for both the candidate and the employees of your company.