Reduce Turnover  Raise Productivity  Lower Absenteeism
A typical Call Center employs 3 Different Types of Call Center Agents:
1. Top Performing Agents - Grade A Agents with the Right Stuff that pushes them to Succeed, and the seemingly Natural Compatibility with the Duties of the Position. You probably have a few in your Call Center Operation now and wish that you could duplicate them. 
2. Adequate Agents - Grade B Agents who Perform their Duties Adequately Enough to get by  but No Better. 
3. Marginal Agents - Grade C Agents who have a High Level of Absenteeism, Low Productivity, Poor Performance & Poor Customer Satisfaction Ratings and who have a Negative Impact on Agent Team Morale.
We ask for a lot from todays Call Center Agent: Handle More Customers & Calls, Order Taking, Cross-Selling/UpSelling, Being Proficient with Computer & Support Systems, Being Non-Confrontational & Good-Humored, Work Well in a Team Environment, etc., etc.
As a Call Center Hiring Manager, your Challenge is Twofold: 
1st  How Do You Find a Sufficient Quantity of Quality Applicants for your Call Center Agent Positions?
Many North American Labor Markets have reached the Saturation Point for Call Center Agent Applicants in the Local Labor Pool. In fact, 64% of all North American Call Centers now find it a Major Struggle or Somewhat of a Challenge to Find Quality Applicants for Call Center Agent Positions. And 37% of Call Center Employers are now Reporting Severe Competition for Call Center Agents by Other Employers.
2nd  How Do You Weed Out the Job Candidates Who Will Burn Out Fast Because They Aren't Suited For The Work, and Identify the People With the Skills, Motivation, and Work Ethic to be Your Top Call Center Agents?
While Almost Everyone can Use a Telephone, Not Everyone is Cut Out to Work Successfully as a Call Center Agent.
Hiring the Wrong Call Center Agent is the Root Cause of Turnover and Absenteeism, and is a Significant Drain on your Bottom Line, on Customer Satisfaction, and on your overall Call Center Agent Team Morale.
Today, the Average Annual Turnover Rate of Full-Time Call Center Agents is over 30%. The Turnover Rate for Part-Time Call Center Agents is Worse (84% - with 15 Month Avg. Job Tenure). And, the Average Cost to Recruit/Hire/Train a Replacement Call Center Agent ranges from US$2,600  US$15,000 (depending on the type of Agent Position).
Every Failed Hire Causes You to Throw Precious Budget Dollars Down the Drain Retraining Recruits for the Same Position. Not to Mention the Lost Sales & Service Opportunities, Poor Customer Satisfaction Ratings, Lowered Productivity and Higher Absences associated with a Poor Job Fit.
There are a Series of Best Practices Steps you can take to address these Two Issues in order to Recruit More Top Performing Call Center Agents: 
STEP 1: Create an Agent Success Profile  What are the Core Competencies, Personality Traits, Skill Set(s) and Demographics of your Optimal Performing Agents?
Who are your Top Performing Agents? 
You should be Profiling your Top Performing Agents for their Gender, Diversity, Economics and Education. 
Across all Call Center Industry Segments (except OutBound TeleSales and Technical Support/Help Desk), over 75% of all Top Performing Agents are Female and 66% of them are Working Mothers. Only 5% have College Degrees, and 30% of them participated in Welfare-to-Work, Unemployment Insurance or Public Assistance within 6 months prior to their Hiring.
Is there Specific Must Have Skills/Knowledge that your Top Performing Agents need? 
How do your Top Performing Agents Profile in Terms of Typing Speed/Accuracy, Computer Literacy, Specific Industry Knowledge/Experience, etc.?
What are the Key Personality Traits of your Top Performing Agents?
Are you looking for an InBound Agent? (A Persuasive Communicator Motivated by Security, Work Environment, Coworkers / Team, Service and Recognition).
Are you looking for an Inside Sales Agent? (A Persuasive & Persistent Communicator who is Service Oriented, yet Motivated by Sales Opportunity).
Or are you looking for an OutBound Sales Agent (An Assertive & Persistent Closer who is Motivated by Income and Conquering Challenges and who Initiates Customer Interactions).
STEP 2: Create a Recruiting Strategy  Create a Recruiting Communications Plan that Identifies & Targets the Job Seekers that Meet your Agent Success Profile Criteria.
Your Recruiting Communications Plan should include:
Personal Referrals
Print Advertisements
Elementary & High Schools (Part-Time Job Opportunities for Working Mothers of Students).
Colleges, Universities, & Technical Training Programs (Part-Time Job Opportunities for Students).
Minority Organizations (Native Americans/First Nations, Gay/Lesbian, New Immigrant Support) 
Online Job Postings
Virtual Communities
Job Fairs
Outplacement Programs (Transferable Skills: i.e. Laid-Off Customer Service/Sales Staff).
Unemployment Offices
Welfare-to-Work Programs
STEP 3: Deploy an In-Depth Telephone Screening Process  All of your Recruiting Advertising should use as the Call-to-Action a 24x7 Automated "Employment Information Line"/Phone Screen which is then followed by a Structured Telephone Interview. 
A 24x7 Automated "Employment Information Line"/Phone Screen Can Be As Simple As An Extension on your Current Voice Mail System:
Hello  and Thanks for Calling  youve reached the 24 Hr. Employment Information Line for the ABCXYZ Company.
At ABCXYZ Company you will have the Opportunity to Have Fun  Make Good Money  and provide a Service that Our Customers Really Appreciate.
Youll Earn a Guaranteed Base Wage of $__/Hr  Bonuses  Get Training  and All the Support youll need to Succeed.
Were Conveniently located Downtown  with Easy Public Transit Access  and theres Plenty of Parking nearby.
To Succeed  Youll need to be Confident  Professional  and have an Excellent Telephone Communication Style.
To Take The Next Step in Our Hiring Process  at the Sound of the Tone  Please Tell Us Your Name  and Please Spell Your Last Name.
Also  Please Give Us Your Telephone Number  and the Best Time to Call You Back.
And finally  Please Read Back to Us the Ad you are Responding to  and Remember  this is a Telephone Audition  So give it Your Best Shot!
Here Comes the Beep  So Give Us Your Name  Your Telephone Number  and Read Back the Ad.
Good Luck in your Job Hunt  
Thanks for Calling.
A 24x7 Automated "Employment Information Line"/Phone Screen can also be as Sophisticated as an Interactive IVR System:
This Position requires you to Read  Speak  and understand English. Are you able to do so?
Press 1 for YES  Press 2 for NO
This Position will require you to work Non-Traditional Hours  including Evenings  Weekends  and Holidays. Do you wish to continue this Process?
Press 1 for YES  Press 2 for NO
This Position is Fast-Paced  Structured  and Requires that you have the Ability to Multi-Task. For the Majority of your Shift  you will Remain at your Workstation  while Assisting Callers and Customers by Telephone. Your Performance will be Monitored and Measured  to Ensure the Highest Levels of Customer Service. Do you wish to continue this Process?
Press 1 for YES  Press 2 for NO
You will Save Time and Money using a 24 Hr. "Employment Information Line"/"/Phone Screen by:
 Reaching More Applicants Faster. 
 Recruiting Top Candidates Before Your Competition. 
 Building a Bigger Applicant Pool. 
 Ensuring that Applicants have a Clear Understanding of Important Job Requirements.
 Assessing Applicants Ability to Follow Basic Instructions.
 Conducting Voice Auditions to assess an Applicants Telephone Personality.
 Reducing time spent with Unqualified Candidates.
 Maximizing Applicant Buy-In and Participation in your Hiring Process.
 Part of a Legally Defensible Hiring Process.
The Job Candidates who pass through your 24 Hr. "Employment Information Line"/"/Phone Screen should then be promptly followed up with using a Structured Telephone Interview.
A Structured Telephone Interview is:
 Used to Further Sell The Job Opportunity.
 Used as 2nd Screen of Candidates for Must Have Skills & Attributes (Start Date, Shift Availability, Wage Rate, Typing Speed, Specific Product Knowledge, Sales Ability, Security Clearances, etc.)
 Used to Further Evaluate a Candidates Telephone Personality.
 Where Appropriate, Used to Schedule a Candidate Visit at your Office for Going Forward with Hiring Process.
Delivered consistently, a Structured Telephone Interview is part of a Legally Defensible Hiring Process  as all Candidates are asked for the same information in a uniform and consistent fashion.
STEP 4: Deploying Pre-Employment Assessment Testing  to Confirm Personality Traits/Job Fit and Skill Set(s).
Candidates for Call Center Agent Positions need to have a Unique Constellation of Traits - and Specific Amounts of those Traits - in order to Successfully Complete the Job Requirements.
A Call Center Agents Success Depends Much More Upon Personality/Job Fit Factors than Product Knowledge, Past Experience or Skill Set.
Merely knowing how to react in a Customer Service Situation is Far Different from Actually Engaging in the Necessary Appropriate Behavior  Consistently - and for the Long-Term.
This is what Call Center Agent Personality/Job Fit Testing Measures.
SPAS  Service Personnel Appraisal System - is CD-Rom based Call Center Agent Pre-Employment Screening Software, which is Easy to Deploy, Very Cost-Effective and Highly Predictive of an Individual's Suitability for a particular Call Center Agent Position.
SPAS Weeds Out Job Candidates Who Burn Out Fast Because They Aren't Suited For The Work, and Identifies The People With The Skills, Motivation, and Work Ethic to be Top Call Center Agents.
There are Specific Versions of the SPAS Call Center Agent Pre-Employment Testing Software Validated to Test for Call Center Agent Positions such as:
 InBound Customer Service
 OutBound Telephone Sales (B2B) Business-to-Business
 OutBound Telephone Sales (B2C) Business-to-Consumer
 Inside Sales Agent
 Tier 1 Technical Support/Help Desk Agent
 Central Station Monitoring Operator
 Telephone Collections
 Telephone Answering Service Operator
 Reservations/Guest Service Agent
 Government Information & Referral Operator
 Tele-Counselor
 Mystery Shopper
Whatever Call Center Agent Personality Testing Instrument you Deploy  make sure it is Validated for the Specific Call Center Agent Position you are looking to fill  and Use it Consistently  at the Same Point in your Hiring Process  and with All Candidates.
You should also perform a Skills Test on your Job Candidates. Skills Tests are designed to Identify a Candidates Skill Level in Specific Areas such as Keyboarding, Software Literacy, Spelling, Telephone Etiquette, Listening, etc. 
STEP 5: Using a Structured Face-to-Face Interview  based on Core Competencies, Personality Traits and Skill Set(s).
This Style of Interview has Great Value in Call Centers because it allows you to Identify Candidates Past Behaviors and Use Them as Good Indicators of Future Performance and Behavior.
Before you conduct a Structured Face-to-Face Interview, you need to go back to your Original Success Profile and Core Requirements Document. Identify the Most Appropriate Core Competencies for the Position and Build your Questions around these Competencies.
They should be Very Specific Questions Designed to Determine How Candidates Behaved and Thought during Certain Situations.
Structured Interview Questions could include:
Tell Me About a Time When You Went Far Beyond What Could Normally Be Expected In Order To Satisfy a Customer?
The Target Behavior you are looking to uncover is Customer Focus. Can this Candidate Demonstrate that they can go Above & Beyond The Call of Duty to ensure that Customer Requests are Handled Effectively  and with a Customer Service Orientation?
STEP 6: Having Your Candidates Experience a Job Preview  Depicting Day-to-Day Activities, Responsibilities and the Environment of the Call Center.
The Goal of a Call Center Job Preview is a Final Attempt to Sell the Candidate In or Out of the Job.
You need to Paint a Realistic Picture of the Company, Call Center Environment, Hours, Flexibility, Management Style, Performance Expectations, etc. 
This can be done as easily as having Candidates Sit in the Call Center for a Period of Time to Form Their Own Opinion before Accepting or Declining the Job Offer (**Check Your Local Labor Laws to See If Candidate Time Spent in a Call Center Preview by Sitting In The Call Center Qualifies as Paid Time.)
There are also Software-Based Call Center Simulators that are available to give a Candidate the Ability to Accurately Experience Call Center Work  such as Referencing and Cross-Referencing Data and Dealing with a Variety of Callers and Customer Service Scenarios. (**Used as part of a Pre-Employment Process, Software-Based Call Center Simulators are Not Subject to Local Labor Law Interpretation as Paid Time.)
During the Call Center Job Preview Time, the Candidate should also be Encouraged to Speak Off the Record with Supervisors/Team Leaders and Potential Coworkers.
Done correctly, this Step will Help You Attract People who Genuinely Want to Work in your Call Center.
STEP 7: Reference Verification - (also Security Clearances / Drug Testing if required).
These Best Practices Hiring Steps are Easy to Deploy, Very Cost-Effective and Highly Predictive of an Individual's Suitability for your Call Center Agent Positions. They will allow you to Recruit, Select and Hire New Call Center Agents who fit your Employment Needs Better and Stay On The Job Longer - leading to a Call Center Agent Workgroup that has More Experience and is More Productive.
Your Individual Call Center Agent Productivity Will Go Up - Along With Your Customer Satisfaction Ratings - and Your Turnover Costs Will Go Down. 
I would be Happy to Prove to you  in Advance and at No Charge  that these Best Practices Hiring Steps Will Work for your Call Center Team as well.
Please Don't Hesitate to Call/eMail me, or to Find Out More Click Here:
http://www.telesoftsystems.ca/64201.htmlRegards.
David Filwood
Principal Consultant
TeleSoft Systems
604-986-4116
david_filwood@telesoftsystems.cahttp://www.telesoftsystems.caDavid Filwood is the Principal Consultant with TeleSoft Systems 
http://www.telesoftsystems.ca, a Call Center Improvement Consultancy based in Vancouver, BC.
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