Gone are the days when customers would call customer support for every conventional technical issue or generic problem. Today online help and self-service channels cover the basics, only complicated issues or specific questions are directed to the customer center reps. The help and support team has to be prepared for out of the box queries and less routine questions. That means hiring the right folks for the job.
Advanced BPO services encompass critical elements such as such as social media marketing, HR back office operations, tech support for ERPs and CRMs, and all other kinds of technical support. Hiring a team of robust and reliable reps is crucial for the success of any organization. A good BPO rep must be able to deflect all doubts of the clients and help establish a loyal customer base. Browse through our comprehensive guide to understand how you can hire the best talent for BPO services.
Concentrate on the Candidate’s Core Skills
Testing the basic aptitude and practical skills of a candidate reveals his or her competency and potential. Once you are done with the traditional interview, move on to test his or her core skills such as presence of mind. Observe how the candidate approaches and manages a problem and create make-believe scenarios to test that candidate’s performance in real-life situations. This not only gives you an idea about his or her potential but also give the candidate a taste of what to expect out of his or her job. Most companies commit the mistake of hiring a candidate solely on the basis of their future potential rather than their past performance; ask them about their work experience and past projects as well.
Pay Attention to Your Candidate’s Technical Knowledge
Working at a BPO is not always about promoting the company’s services and encouraging sales; in most cases the job involves dealing with customer grievances. Therefore it is mandatory that the candidate has a sound technical knowledge and is aware of the latest trends and updates in the market. Customers expect instant solutions when they call in for customer support. The reps you hire must have sound knowledge of technology. When you on-board a social media marketing expert, a CRM expert, or any technical expert, make sure they know the importance of constantly upgrading their expertise.
Carefully Analyze and Outline the Personality Before Hiring
Persistence, empathy, confidence, optimism, and reliability are a few of the personality traits a good customer rep must possess. The reps have to be personally involved in the problem and offer solutions that don’t appear generic. Clients often contact reps only as a last resort when the online guides and self-help solutions fail. Although this reduces the workload of the rep considerably, he or she is now expected to offer quick and unique strategies that specifically cater to the problem at hand. Customer service reps will often have to deal with cranky customers who feel they have wasted time and effort online looking for a resolution before they called.
Emphasis on Interpersonal and Communications Skills
Communication skills are an integral part of any BPO service. The hired rep must be well equipped in English as well as the local languages so as to interact better with the customer. Observe the way they conduct themselves and express their opinions. Also, it is important that you gauge the candidate’s compatibility with the company before you hire him or her. It is difficult to determine whether the candidate would work well with the company, but a correct estimate of his or her strengths and weakness would give you a good idea about his or her interpersonal skills. Interpersonal skills become all the more important for BPO services involving large teams, and multi geography clients.
Use Innovative Interview Questions
The best way to know more about the candidate is by making them comfortable in the working space and getting to know all about their preferences. What better way than an interview to break the ice! Yes, prepare an innovative and unconventional questionnaire that has the perfect blend of both standard and non-generic questions. Asking the right questions and using a scientific approach for assessing the potential of candidates is a great way to ensure that you get the right person for the job. Some questions from Call center glossary may work like magic. If you’re looking for an experienced worker, then they have to be knowledgeable.
Assess Their Team-Related Behavior and Performance
A customer service rep has to work with a team and should be amiable enough to adjust to the changing dynamics that office politics involve. When hiring you should always consider how they would behave in a group or perform in a team. Include group tasks and discussions in the interview to judge their leadership skills. A reliable candidate should be able to handle all kinds of pressure and offer effective solutions to customers immediately. Extroversion, conscientiousness, and emotional stability are among the most important traits the candidate applying for BPO services must possess.
Promote the Monetary Perks Involved
The best way to get more people to apply for the post is by promoting the perks involved in the job. This doesn’t only include mentioning the pay package but also other benefits that employees will get if they join your company. Moreover, money is just part of the deal; you can also market the job listing on the basis of the workplace atmosphere, availability of PTO, and other EVPs (employee value proposition) as selling points for advertising the position.
The Bottom Line
Maintaining a thriving business venture is just not about manufacturing top notch products and formulating strategic marketing solutions, customer services also play a significant role in the success of your company. Healthy communication with your clients not only gives you valuable feedback but also gives you a fair idea about the market expectations. However, with the overwhelming work pressure and never-ending deadlines, it becomes impossible for a large-scale organization to take care of its after-sale services as well. This is where BPO come into the picture. So, invest thought, efforts, and resources by hiring the best BPO service personnel.
Mauricio Prinzlau is the Lead Cloud Expert at Cloudwards.net.