Call Center Hiring Solutions
What does it take to maintain an effective hourly workforce that will exceed your customer service expectations?
Your call center is the core of your customer experience. A great call center experience makes for loyal and repeat customers. A poor call center experience risks your customers, your brand, and your profitability.
Having the right customer-focused, empathetic, fast-thinking, and technically proficient team members is crucial.
How do you ensure you’re hiring the right people for the role? Can you be positive you’re hiring your highest-potential candidates most likely to stay on the job and be productive from day one?
With Modern Hire’s Call Center Hiring Blueprints, you can.
Call Center Hiring Blueprints
Powered by CognitIOn by Modern Hire™, Call Center Hiring Blueprints are recommended workflows built around scientifically validated, job-specific assessment and interview content to engage and screen, assess and interview, and evaluate and hire your top talent faster.
These hiring plans are based on evidence from decades of creating hiring tools across a variety of roles and industries.
Hiring Blueprints offer a combined assessment and interview experience that measures the competencies we have identified as predictive of success in call center roles, including:
- Call Center Manager
- Call Center Collections
- Call Center Sales
- Call Center Service
- Call Center Sales and Service
- Call Center Financial
- Call Center Customer Service
Each role has a recommended workflow comprising some combination of three or more of the following stages:
- On-demand text or phone screen
- On-demand realistic job preview
- On-demand job specific Virtual Job Tryout™ assessment
- On-demand video interview
- Live phone interview
- Live face-to-face interview
Modern Hire’s Call Center Hiring Blueprints are recommended workflows but can be configured to meet your unique needs.
Learn more about our Hiring Blueprint building blocks.
Example: Call Center Manager
Call Center Manager Hiring Blueprint
The Call Center Manager Hiring Blueprint is a four-step hiring plan:
- On-demand Virtual Job Tryout assessment with a realistic job preview
- Realistic job preview and on-demand video interview
- Candidate self-scheduled live phone interview
- Candidate self-scheduled live face-to-face interview
Call Center Manager Virtual Job Tryout Assessment
The Virtual Job Tryout is a pre-employment assessment that provides candidates with a realistic preview of the job and gives them a chance to show off their job-relevant skills and experience. It delivers a multimethod, multimedia evaluation experience with exercises that measure competencies related to on-the-job success for Call Center Managers, including:
- Leads Others
- Drives Results
- Coaches and Develops Others
- Solves Problems
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Contact Center Agents
One of the nation’s largest bank-based financial services companies. This mega-regional bank wanted to improve the accuracy of hiring call center agents capable of delivering a superior customer experience, promote a unique brand message, and reduce 90-day new-hire turnover rates.
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Customer Care Representatives
Modern Hire created a Virtual Job Tryout that allowed candidates to experience the opportunities and challenges associated with the role of a customer care representative. Candidates were tested in customer service, multitasking, and situational judgment.
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Business Impact Report: Turnover
What if you could find out who would stay on the job before you ever hired them? Find out how emerging HR tech is transforming prediction of who will stay on the job.
Are you ready for a hiring process focused on your call center's specific needs?
Modern Hire offers a science-based virtual hiring platform to transform your business outcomes by improving the quality of hire, increasing efficiency, and creating a seamless and satisfying experience
for candidates and hiring teams.
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