To continue its business momentum, Headsets.com keeps a sharp focus on employee hiring, training and retention.

By Noelle Buoncristiano and Catalog Success

Faith carries out this mission through a comprehensive hiring process for customer service representatives (CSRs). “Customer service is just as important a position [as a manager], and that’s what many people fail to realize,” he says. “We have a long process to find the right person — someone who is emotionally equipped to deal with different calls every five minutes, who can use tools such as empathy and sympathy, who can maintain positive customer relationships under various circumstances. ... It’s quite a lot to expect.”