Recruiting for personality

By David Stott:

I’ve been working with CallCentre People to recruit new Customer Service Representatives for one of our Clients. Like many customer focused organisations, this client is very particular about the perception their customers have of them. With this organisation, it goes deeper than wanting to appear professional or efficient. They want their customers to feel like they are talking to a representative who fits the “personality” of their organisation.

When I’ve been interviewing prospective candidates, I’m keeping that “personality” in the back of my mind. I’m not only interested in the stuff all employers are interested in: experience, competence, reliable attendance – I am listening for what the customer experience will be when talking to this individual. It’s not an easy thing to measure, but I know it when I hear it, and I know I’ve chosen well when I hear some of the comments left by callers via our Net Promoter Score service.

The dialogue with Call Centre People has refined this intangible measure, and they have found some great candidates who have been able to live up to my client’s expectations of how they present themselves.

As I say to my staff, , if you can make a customer’s day even a little better just by the way you speak and act over the phone – why wouldn’t you do that on every call?