Contact Centers: How to Boost Contact Center Operations

¥ Talk to or listen to applicants on the phone. Liz Kislik, president of Liz Kislik Associates, a Rockville Centre, N.Y.-based management consultancy, said she always is surprised at how many catalogers put the words “no calls please” in their ads for contact center reps. “If you can’t take the volume of calls, send the calls to a voice mail system in which you request that the applicant leave messages in a certain way. Did they follow the directions you gave them? That’s a good sign of their competence for the job,” Kislik noted. “Or take the calls, and determine how they sounded on the phone.”