Contact Centers: Eight Ways to Improve Your CSR Recruitment and Hiring Processes, Part 1

1. Hire for attitude; train for technical skills. “Consider potential, not necessarily experience,” note the white paper’s authors. During the interview ask questions that would demonstrate if the candidate is motivated and enthusiastic, and loves to serve others.

2. Match candidate expectations with work reality. “The more a candidate understands the job, the work environment, performance expectations and culture, the better the fit,” writes The Ascent Group. Tactics to try include job shadowing, peer reviews and simulation.