Staffing for Growth: Focus on Human Resources
Next, the candidates interview with Faith. During this time, he prods them to gauge their level of interest in the position. “I see if they’re on board or bored,” he explains. Faith also takes this opportunity to educate candidates on the company’s mission, goals and expectations.
After the interviews, the candidate completes various forms and tests — including an IQ test — to help the management team understand the applicant’s thought processes.
Next, candidates spend half a day in the office listening to live calls and meeting other CSRs. To help managers determine applicants’ listening skills and level of patience, candidates complete forms regarding their evaluation of each call. Says Faith: “We train them to listen, which is more important to us than how they talk.”
Faith believes most companies don’t pay enough attention to hiring quality CSRs. He says his methods have given Headsets.com an extremely effective team. Moreover, there’s very little CSR turnover. (An interesting side note: Once every nine to 12 months, performers who are deemed only average actually are let go.)
Plans for Pre-hire Retreats
Faith is thinking about instituting a pre-hire weekend retreat for top CSR candidates. While the company already hosts employee retreats — some company-wide and others reserved for managers or certain departments — Faith plans on spending time with job candidates and doing various exercises with them such as transactional analysis. During this exercise, Faith would discern an applicant’s ability to understand and gauge transactions. This, he says, would be a very good indicator of the candidate’s ability to support customers on the phone. “[Candidates] will get to understand emotional listening skills, not just the factual listening skills,” says Faith.
Through such a retreat, Faith hopes to find candidates who would be the best fit for Headsets.com. “If you get a whole weekend with someone and they’re bluffing, their personality starts to crack a little bit. ... So we could flush out any of [those candidates].”