Making the Match: Recruiting Contact Centre Staff
Ever wish you had a crystal ball and could predict how those candidates you’re interviewing would really perform on the job and how long they’d stay with you? We’re not passing out crystal balls in this session, but we can promise some tips and guidelines for creating a more effective hiring process. You’ll hear proven strategies for creating an effective recruiting pool and then learn how to “skim the cream” to select the individuals who will be both effective on the job as well as happy in their role for long-term retention. This session will also provide an overview of the latest screening and assessment tools to follow in the interview process.
Students will learn to:
- Perform a job task analysis to define candidate requirements.
- Identify traditional and creative ways to attract a large, qualified base of recruits.
- Design an effective set of interview questions
- Identify the hidden factors that lead to initial staff turnover.
- Describe ways to paint a realistic picture of the Contact Centre environment and daily work .
Facilitated by: Giles Potter, Director, Great Outcomes
Giles is a speaker, author and experienced Consultant, who has been providing training and development guidance for over 12 years, after holding senior roles in the financial services industry. As a Consultant, Giles has worked with Executive leaders in many of New Zealand’s government agencies and multinational corporations.
Access to web seminars in the Masters Series is provided via an Internet connection and a separate audio (telephone) connection. Two days prior to each seminar, you will receive email access instructions for the web portion and the telephone number to call.
Web Seminar Cost: The cost of your first connection is $375 + GST An unlimited number of students may attend via a single web/audio connection.
Attend the ten core sessions in the Business Management Track and take the Mastery Exam to earn certification. Students achieving 80% or higher score on the exam will receive certification from The Call Centre School. The certification processing fee per student is $35 for web seminar attendees; there is no certification charge for classroom participants.