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Call Center Interviewing
Recruiting & Staffing
Call Center Interviewing
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I am interested in finding out what sources other Recruiters use to conduct Call Center interviews. I am in the process of creating new and improved interview guides for myself and my hiring superviso
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Forums » Topic Forums » Recruiting & Staffing » Call Center Interviewing
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Call Center Interviewing
posted at 7/1/2005 10:06 AM EDT
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Posts: 4
First: 11/24/2004 Last: 7/1/2005 |
I am interested in finding out what sources other Recruiters use to conduct Call Center interviews. I am in the process of creating new and improved interview guides for myself and my hiring supervisors for our large call center. I am researching call center based behavioral interviewing techniques and questions and was hoping some of you out there had some words of advice or wisdom to share or better yet, knew of some site that specialized in call center interviewing and recruiting. I can't seem to find much out there. |
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Call Center Interviewing
posted at 7/14/2005 3:24 AM EDT
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Posts: 2
First: 7/14/2005 Last: 7/14/2005 |
I actually managed a 4 site call center for 8 years before joining HR at a different company.
I personally recommend a 30 minute phone intereview prior to any face to face or skill assessment. If they aren't good on the phones there is no reason to even consider them. Our phone interview consisted of dimensions. 1) Customer Focus - can they effectively deliver service with a smile over the phone 2) Attitude - how to they cope with agitated or beligerent callers 3) Development - how have they developed their skills at other jobs. We rated them on these dimensions using a 1 to 5 scale, and then also rated them on: 1) Clarity of voice 2) Tone and inflection of voice 3) Overall phone etiquette Anyone who scored lower than a three in any dimension was dismissed from our interview process. Next stage was to have them come in and perform a computer, multitasking, typing skills assesment. We used QUIZ software. And finally if they passed the skills assessment we conducted a 1 hour interview on the following dimensions. 1) Intiative 2) Judgement 3) Teamwork 4) Motivational Fit 5) Impact - appearance and demeanor 6) Tenacity 7) Values Our process for both the phone and in person interview followed the STAR methodology. Situation/Task, Action and Result. For every questions we asked, we wanted a specefic example for that question, we made sure we received information on the situation or task that was invovled, the actions the candidate personally took in the situation or task, and what resulted from their actions. This ensured us that we weren't receiving information that the candidate thougth we wanted to hear, but a real situation. Good luck... |
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Re: Call Center Interviewing
posted at 11/19/2012 12:42 AM EST
on Workforce Management
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Posts: 2
First: 11/19/2012 Last: 11/19/2012 |
hi two years back i went to attend a callcenter interview i entered into the HR hall he said to me he will come in 2 mins but he came after 2 hours i simply sitted in the HR hall.. I am a professional blogger, present started writing artilces on job description |
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Re: Call Center Interviewing
posted at 11/19/2012 5:29 AM EST
on Workforce Management
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Posts: 61
First: 10/2/2012 Last: 12/5/2012 |
However you make your interview, I just hope it would not be as difficult as to this one call center interview experience I had. It was a one whole day processing sort of interview so we had the exam, interview, phone call simulation exam, etc. on one day. all in all, the interviews and the exams should last 2 hours but I was there for a whole 9 hours. don't make it last that long. |
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