Depending on your company hiring practices, you may or may not be directly involved with the interviewing process and interview skills training. However, it is in your best interest to be fully aware of the process, as well as the employment patterns of your staff or the staff you are recruiting by having the appropriate interview skills.

For the purpose of clarity and understanding, we are relating this article to the recruitment and interviewing of CSR (Customer Service Representatives) for a call center environment

Three Reasons for High Turnover Rates

If your call center has a high turnover rate, you may be struggling with the reason why. Here are three of the most common reasons:

1. CSRs view their job as temporary jobs. The reality is some CSRs are actually still looking for other jobs while they are employed as CSR.
2. There is a lack of adequate training for the new CSR. Starting a new job is intimidating enough, but when there is little or no training regarding customer care and telephone skills training, the CSR could feel as if he will never really learn the ropes. As a result, the CSR gets frustrated and will either stay with the job unmotivated or will look for another job.
3. The CSR wasn’t right for the job in the first place. If the interviewer was not proficient in interviewing or lacked formal recruitment interviewing training, it is likely that he/she could have recruited a square peg for a round hole in the recruitment interview process.

As a business leader, it doesn’t matter how desperate you are to fill a CSR position, you should not hire a person who you do not believe has the potential to do a great job. In the long run, it is better to have an empty chair and search for the ideal CSR, than to try to fill that chair with a less-than-adequate CSR.

Don’t worry, if you are patient and have the correct interviewing skills training, you will discover how to interview effectively, and you will find that ideal CSR!

There are excellent CSRs with good communication and problem-solving skills just waiting to be recruited but you must have the recruitment interviewing skills to be able to establish the core competencies you need for the role you are trying to fill and of the candidate does not match your competencies -forget it. Always remember recruitment interviewing is more than a gut feeling!

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