The End of the Empty Chair Syndrome: Call Center Selection

In the next few months, I will key you in on an array of topics based on my experience with call center selection process implementation. 
We have all heard of “the empty chair syndrome.” It refers to the need to quickly fill a position. Quickly, in this case, does not always mean efficiently. In the past, contact centers focused more on constantly filling up all of their seats, which made it difficult to implement a process that would actually have an impact. However, the tendency to view call centers as costly centers that have little impact on the rest of the organization is becoming a thing of the past. In fact, now call centers are seen as a force that strengthens brand image and that can significantly increase market share.
The impact of call center recruitment’s new reality is important to consider. In general, the objective is no longer to simply fill a seat, but rather to find the best representative available to promote the organization.
Many of the tasks that used to require a call to an agent can now be done through self-service. When we do need to interact with an agent, however, we want him or her to be an expert of the products and services offered, to be fast and courteous, and, of course, to give us the solution to our given problem. In summary, we are now in the era of the customer experience. Some interesting statistics on the subject:
http://blog.vpi-corp.com/blog/performance-optimization-2/40-stats-shaping-the-future-of-contact-centers
The role of a call center agent has become more complex because of this new tendency and because of other reasons which will be further discussed in future articles. Thus, the skills required to be a contact center agent have changed. The basic skills remain the same, but some skills have become non-negotiable for many organizations. The ability to learn, problem solving, as well as communicating efficiently and courteously, have become essential.
Often avant-garde and reactive, client contact centers are making the shift towards a new selection process at high speed. They are also among the first to make the shift towards a selection process that integrates talent management systems and that uses Big Data intelligently.  Following this new tendency, EPSI, with the help of  some key partners, has had the opportunity to develop a tool adapted to the new reality of call centers. For more information, please visit: www.t3c.cc

I will be discussing the new tendencies concerning the implementation of selection processes in client contact centers at the CLICCC 2013 this Wednesday afternoon from 3:15pm to 4:00pm. I will be leading a participative session that will involve creating a selection process with the participants. For more information on the CLICCC and for the complete schedule, please visit: http://www.federatedpress.com/Congr-232s-de-l-Industrie-du-Centre-Contact-Client-232le-CLICCC-2013.html
I will come back to you with the details of this experience.
Until next time!
Chantal Paris,
Senior consultant, EPSI
For more information regarding call center recruitment, please contact us at: cparis@epsi-inc.com or info@epsi-inc.com