Hiring Right People Key to Contact Center Success

Cody Williams, sales/service manager at CustomInk – which allows customers to design and order custom apparel such as T-shirts, sweatshirts, and other products online – offers two tips about creating and managing a high-performance contact center.

It starts with getting the right people in the door. “At CustomInk, we’re pretty particular, which is why we have such an extensive hiring process – a simple application and phone screen are not enough,” Williams says. “We’ve developed our process to ensure we are getting the best candidates.”

CustomInk incorporates exercises, agent shadowing, and three rounds of interviews – including one with the company president. And it doesn’t stop there. “We also consider the three weeks of classroom training an extended interview as well,” Williams adds.

CustomInk is a casual place to work, Williams adds, but “don’t let the flip-flops fool you” because agents should be prepared to keep up with the pace of work and committed to providing a “wow” experience to customers. “Finding and retaining great talent is a two-way street, so by having a longer process it ensures that everyone involved is positive that CustomInk is a great fit for both parties.”

If you want to know more, Cody will be speaking on this topic at the Operations Summit in Memphis May 2-3. For more information, go to www.operationssummit.com.

Jim Tierney (jim.tierney@penton.com) is a senior writer for Multichannel Merchant. You can connect with him on Twitter (TierneyMCM) and LinkedIn, or call him at 203-358-4265.

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