Staffing for Growth: Focus on Human Resources

Plans for Pre-hire Retreats

Faith is thinking about instituting a pre-hire weekend retreat for top CSR candidates. While the company already hosts employee retreats — some company-wide and others reserved for managers or certain departments — Faith plans on spending time with job candidates and doing various exercises with them such as transactional analysis. During this exercise, Faith would discern an applicant’s ability to understand and gauge transactions. This, he says, would be a very good indicator of the candidate’s ability to support customers on the phone. “[Candidates] will get to understand emotional listening skills, not just the factual listening skills,” says Faith.