Human Resource Management in a Call Center

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Human Resource Research Paper Human Resource Management in a Call Center Instructor: Kathryn Taft Advanced Human Resources Management BADM 382 March 16th, 2005 Raymond Chow Executive Summary One of the growing yet toughest industries for human resource to manage is the call center. The call center industry has one of the highest turnover rates compared to other jobs due to its high level of stress and dullness. Retention starts with hiring the right person for the job. Human resource recruiters should look for applicants with these characteristics: self motivated, high tolerance for stress, positive attitude, good listening skills, good communication skills, ability to work as an individual and in a group, good problem solving…show more content…
Selection and Recruitment When hiring an employee for the call center, it is important to find the right person because this will reduce turnover rates and save time and money in the long run. Being an agent in a call center is much more complicated compared to a regular customer service representative or a sales representative because you are unable to see the person and are relying on their tone of voice to distinguish the mood they are in. Because working in a call center is different then working as a customer service representative or sales person at a retail store, at Bodog.com they look for specific skills and characteristics in the applicant before they qualify for an interview. These include: • • • • • • • • Self motivated individuals High tolerance for stress Positive attitude Good listening skills Good communication skills Ability to work as an individual and in a group Good problem solving skills Enjoy helping customers These skills and characteristics are highly important because working in a call center is extremely stressful and routine. In addition, you are on the frontline representing the company yet you are unable to see the customer. You must keep a positive attitude and for that reason, your presentation over the phone is vital. Since the job is based on communication through the phone, a good recruitment practice in the call center would include pre-screening telephone
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