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Industry news, advice and insights from our experts.

Chatbots and Customer Experience: Why Authentic Interactions Trump Chatbot Customer Service
Chatbots offer fast responses & 24/7 support but lack the human touch. Explore why customers still prefer humans in customer service.
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Years of experience tend to be king when it comes to job postings. It is one of the most common reasons candidates decide not to apply for positions that they are otherwise well-qualified for. Entry-level employees bring a lot of value to the table. The key is being able to pick out which entry-level applicants… Read More »

Years of experience tend to be king when it comes to job postings. It is one of the most common reasons candidates decide not to apply for positions that they are otherwise well-qualified for. Entry-level employees bring a lot of value to the table. The key is being able to pick out which entry-level applicants are qualified. These five ways will help you determine how qualified your entry-level candidate is. 

Assess Entry-Level Candidates Differently 

Before we dive in, it is important to note that you must assess entry-level candidates differently. They will not have the years of work experience to back up their credentials. You must look at education and other experiences to infer whether the qualifications are truly there. 

Internships are Telling 

While internships are temporary and often unpaid, they can provide candidates with a wealth of experience. This is especially true if a candidate has completed multiple internships in your company’s industry. Take a closer look at what each internship entailed. The chances are good that the applicant has created a valuable network, is knowledgeable about the industry, and possesses valuable skills. More than one internship also indicates exposure to different angles, which translates into versatility. 

Education Matters 

Take a close look at the degree received, GPA, and relevant courses completed. The GPA indicates how seriously they took the coursework and the value they most likely gained from it. For example, someone who earned a C in a class probably didn’t take away as much from it as someone who got an A. 

Look at Extracurriculars 

Extracurriculars can be used in place of work history to determine motivation. Someone who has a long list of activities and awards, recognitions, and even offices held indicates a driven candidate. 

Contact References 

References can tell you a lot about an entry-level applicant and may be your most valuable resource. Contact each one listed. Ask in-depth questions such as:  

  • Is he or she punctual?  
  • What are the candidate’s weaknesses?  
  • What are the candidate’s assets?  
  • What is their attitude?  
  • How does he or she handle stressful situations?  
  • Does the applicant work well as a team member?  
  • What relevant skills does he or she possess?  

Take the Hassle Out of Hiring 

Making smart hires is the backbone of any successful company. Salem Solutions can help you find the best candidates to fit your company’s needs, whether you are looking for entry-level or seasoned applicants. As the nation’s leading staffing firm, our specialists will take the time to understand your personnel needs and present you with only the most qualified candidates. Request an employee today! 

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Hiring new employees costs resources in the form of time and money. Making a bad hire for any reason, especially due to lack of options, is expensive. Quality employees increase productivity and decrease staff turnover rate. Great hires begin with a successful recruiting strategy. Follow these tips to attract quality call center employees.   Gain Insight from Current Employees … Read More »

Hiring new employees costs resources in the form of time and money. Making a bad hire for any reason, especially due to lack of options, is expensive. Quality employees increase productivity and decrease staff turnover rate. Great hires begin with a successful recruiting strategy. Follow these tips to attract quality call center employees.  

Gain Insight from Current Employees 

Talk to your current call center agents to gain insight into how they view the company. Ask for feedback on the following subjects:  

  • What attracts them to work for the call center? 
  • What qualities and skills do they feel are essential to be successful?  
  • What qualities would your agents look for in new recruits?  

Create an Employee Persona 

Clearly define who your ideal team member is. It helps to give the persona a name, such as Call Center Cathy. Give your employee persona details, including 

  • Preferred soft and hard skills 
  • Personality (e.g., enjoys talking to people, team player, etc.) 
  • Career goals 
  • Communication skills 
  • Mindset 

The more characteristics you can give your call center persona, the easier it will be to spot a quality candidate. 

Analyze Your Call Centers Culture 

Culture plays a big part in whether employees stick with companies for the long haul. This is even more true in positions that require a great deal of repetition. Make sure your call centers culture is one that top-talent wants to work for. Ensure your call centers atmosphere is welcoming and includes perks such as monthly rewards for top-performing team members.  

Specific Job Descriptions 

Many employers make the mistake of trying to get job postings in front of as many people as possible. This is not a helpful strategy. Instead, focus on reaching the type of candidate you want. 

Realistic Simulations 

Simulations are the best way to determine if a candidate will be successful in a call center. Create mock scenarios to see how potential hires handle them. These exercises will provide valuable insight as to whether the candidate will be a successful team member.  

Find Your Next Team Member without the Hassle 

You have a million other things on your plate than filling open positions. As the leading call center staffing agency in the nation, Salem Solutions can help you find your next great employee faster. We understand call centers’ unique needs and challenges and utilize our large talent pool to find the perfect candidate. Focus on running your call center, and let us take care of the hiring. Request an employee today! 

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Arguably the best time to look for a new job is while you still have one. Understandably, it is not advisable to go without a paycheck, not knowing when you will land your next job. However, it can be challenging to job hunt while you’re still employed. How do you find the time? More importantly, how… Read More »

Arguably the best time to look for a new job is while you still have one. Understandably, it is not advisable to go without a paycheck, not knowing when you will land your next job. However, it can be challenging to job hunt while you’re still employed. How do you find the time? More importantly, how do you search for a new position without risking your current employer finding out and terminating your employment? Follow these tips when looking for a job while still employed.  

Keep Your Search Low Key 

If you even suspect that your employer will not support a career change, you should keep it on the downlow. This means not telling your boss or even fellow co-workers. Let’s face it; nothing travels faster than office gossip. Telling other people is the fastest way to get found out.  

Avoid Using Company Resources 

Using resources at your current job is a big no-no. Not only is it dishonest to search for a position on the company’s dime, but you could end up getting caught. For instance, you could leave a web browser open, download a file to the network, leave documents in a printer, etc. Your employer finding out you are looking for a new job in this manner will not set well. It increases the chances that you will get let go as a result. The bottom line is that you should conduct your job search on your own time. 

Avoid Public Posting 

Nothing is a secret on the internet. If you don’t want your job search to be common knowledge, then be careful on the internet. Avoid engaging in the following activities:  

  • Posting your resume to public job forums 
  • Randomly sending out your resume without knowing who you are sending it to 
  • Making social media posts about looking for new employment 
  • Advertising on LinkedIn that you are open to new positions 

Alert Potential Employers 

Most hiring managers understand that you may not want your current employer contacted. On the other hand, you do not want them to think that you have something to hide. Explain to hiring managers without badmouthing your current employer why you do not wish to use them as a reference. Offer a comparable alternative such as a previous supervisor.  

Find Your Dream Job Faster 

When you’re ready to make a move, you want to find the right job as soon as possible. This is where we come in. Salem Solutions is the nation’s leading staffing agency. We have years of experience placing candidates with the perfect companies. Our specialists will take the time to get to know your skillset, goals and present you with suitable open positions. Search job openings today! 

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In today’s competitive job market, countless candidates vie for coveted positions. This makes your resume your most powerful tool. It’s not just a document; it’s your ticket to making a memorable first impression on potential employers. An impactful resume can mean the difference between blending into the crowd and standing out as the ideal candidate.… Read More »

In today’s competitive job market, countless candidates vie for coveted positions. This makes your resume your most powerful tool. It’s not just a document; it’s your ticket to making a memorable first impression on potential employers.

An impactful resume can mean the difference between blending into the crowd and standing out as the ideal candidate. In this digital age, where recruiters and hiring managers receive hundreds of applications, a well-crafted resume is your opportunity to shine and secure the job you desire. Let’s explore the art of resume building and how it can elevate your prospects in the job hunt.

 

Set an Excellent First Impression: 8 Tips on Creating Your Resume 

According to McKinsey’s Employee Engagement Contact Center Survey, only 38 percent of the total agent population are satisfied with their job.¹ If you want to land a fulfilling job, then you have to start attracting employers and hiring managers with a well-written resume. Here are some tips you can apply.

Related Reading: Why Call Center Jobs Provide Great Opportunities for Recent Graduates 

 

1. Find a resume format you can easily follow.

The first step to writing a resume is choosing a format. A proper resume structure allows recruitment professionals to quickly view your most important qualifications without going through your entire file. Common resume formats include:

  • Chronological resume – the most common choice. It presents your work history in reverse chronological order, with the latest role at the top.
  • Functional resume – emphasizes your relevant skills.
  • Combination resume – puts together the chronological and functional resume types.

Alternatively, you can download a resume template. These are readily available online so you can just fill out your details to make things easier.

 

2. Communicate your story clearly and efficiently.

Hiring managers sift through numerous resumes, often scanning rather than reading them in detail. They’ll also look for key characteristics they’re most interested in. Make sure your message gets across by keeping things short and precise. Avoid rambling and unnecessary wordiness. It’s also best to use relevant keywords to the job posting if they match your skills.

Additionally, many recruiters use Applicant Tracking Systems (ATS). In fact, a study found that 88 percent of employers identified that qualified, highly skilled applicants were rejected by an ATS because they did not exactly match the criteria on the job description. That number even increased to 94 percent for middle-skilled candidates.²

If you want to stand out and pass ATS, keep your resume simple and easy to understand.

 

3. Showcase your relevant skills by referencing the job post.

McKinsey found that 41% of customer care leaders surveyed believe new hires need substantial training. This took anywhere from three to over six months to reach peak performance. Meanwhile another 20 percent said it could take more than six months.³

Signal to hiring managers your readiness and capability addressing essential qualifications and concepts from the job posting in your resume. It also demonstrates your alignment with the job description not only showcases your skills but also indicates your attentiveness to the employer’s needs.

Related Reading: 6 Qualities That Make a Great Call Center Agent 

 

4. Highlight the awards you’ve received.

Including any awards, you received is an excellent way to subtly show how motivated and passionate you are. It proves your colleagues and superiors valued your contributions. This is also a great way to stand out from other applicants.

Remember to include the important details related to your achievements such as its official title and the date you received the recognition. You can also include relevant quantifiers like the number of contenders for the award.

 

5. Demonstrate your productivity.

Showing how productive you are and backing it up communicates to hiring managers that you are hardworking and passionate.

You can do this by strategically using action words and quantifiers in your resume. For example, instead of just saying you had 50 calls per day, you can say you made 50 outbound calls per day or assisted 50 inbound call customers per day. If you excelled in sales, mention the number of monthly sales you closed. Quantifying your achievements showcases your competence and competitiveness.

 

6. List down references on a separate page.

While references are valuable, they’re no longer a must-have due to modern hiring tech like ATS. However, if you choose to include them, list them down on a separate page and include a minimum of three. Opt for previous supervisors, managers, coworkers, professors, or those who closely observed your work.

These references provide hiring managers with deeper insights into your work history, habits, and overall character.

 

7. Include only what’s relevant.

It’s important to tailor your resume to the position. Focus solely on what’s important for the call center job you’re pursuing. Leave out unrelated skills or experiences.

For example, if you’re an incredible artist and enjoy painting in your free time, you don’t need to include this skill in your resume as it doesn’t support your credibility as a call center professional. Only include details that can be advantageous to you in getting that specific position you’re applying for.

 

8. Keep your resume short.

Since most hiring managers may not flip past the first page of a resume when they initially sort through their stacks of applications, it’s best to keep your resume short.

A one-page resume will suffice for entry-level or early-career applicants. On the other hand, experienced call center representatives and agents can extend this to two pages, if necessary, given their extensive background. What’s important is to make sure you include valuable and relevant details, aligning with the format of your chosen resume template.

 

Let your resume tell hiring managers you’re a must-hire. 

An excellently effective resume can move you to the next stage of the hiring process, which is the initial interview. Be certain that the details you put in it will make you hard to ignore.

If you know someone who works for the call center you’re applying to, reach out to them. They may bring your name to the hiring manager, which can help make your resume stand out.

Related Reading: 6 Career Paths for a Call Center Professional! Which One Is Best for You? 

 

SALEM SOLUTIONS CAN MAKE FINDING YOUR NEXT CALL CENTER JOB EASIER

As the nation’s leading call center staffing agency, Salem Solutions has a wealth of experience helping job seekers find their dream job. Our staffing specialists will even help you fine-tune your resume before applying for positions.

Contact us today to get started on the next chapter of your life!

 

References 

1 “Boosting Contact-center Performance through Employee Engagement.” McKinsey & Company, www.mckinsey.com/pe/~/media/McKinsey/BusinessFunctions/Operations/OurInsights/Boostingcontactcenterperformancethroughemployeeengagement/Boosting-contact-center-performance-through-employee-engagement.ashx. Accessed 22 Aug. 2023.

2 Fuller, Joseph B., et al. “HIDDEN WORKERS: UNTAPPED TALENT.” Harvard Business School, www.hbs.edu/managing-the-future-of-work/Documents/research/hiddenworkers09032021.pdf. Accessed 22 Aug. 2023.

3 “The State of Customer Care in 2022.” McKinsey & Company, 8 Jul. 2022, www.mckinsey.com/capabilities/operations/our-insights/the-state-of-customer-care-in-2022.

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Call centers are the heart and soul of businesses. Customers rely on agents to solve any issues they may have with the products and services your company provides. Their experience with your team has a monumental impact on customer retention and attracting new clients. In short, call centers can make or break a business. Let‘s take a look at the one… Read More »

Call centers are the heart and soul of businesses. Customers rely on agents to solve any issues they may have with the products and services your company provides. Their experience with your team has a monumental impact on customer retention and attracting new clients. In short, call centers can make or break a business. Lets take a look at the one question your agents should ask, that is the difference between a happy customer and a disgruntled one. 

The Ugly Truth 

Lets face it; no one calls customer support to rave about a company. It just doesnt happen. Your call center team spends day in and day out interacting with irritated, frustrated, or even belligerently angry consumers. This is entirely understandable. After all, call centers exist to provide solutions to customer problems. However, this can be stressful for agents.  

The key is to calm the customer down as soon as possible. This translates into a better quality experience for the caller and reduces the stress on your team. Following standard call center rules such as minimal hold times, listening, having a positive attitude, and efficiently directing call flow is crucial. Still, there is one question that, once asked, will immediately put the caller at ease. 

The Question Your Agents Should Be Asking 

It is all too common for customer support agents to be on the receiving end of an angry customers wrath. Once the caller has gotten what they need to say off their chest, train your agents to ask this one simple question. 

I understand why this is frustrating for you. We are going to resolve this. Please tell me what your ideal solution is? 

Why It Works 

This question works in favor of the client and the company. In terms of the customer, it lets them know that the agent is listening and ready to help. Secondly, it puts the ball in the customers court and makes them feel like they have a say-so in the solution.  

In terms of the company, asking this question tends to calm customers’ anger much quicker, which alleviates stress on the agent. It also helps increase customer retention because callers are more likely to be completely satisfied with the resulting solution.  

As a bonus, most of the time, the caller’s solution is reasonable and inexpensive to the company, making it doable, which increases customer satisfaction. 

Ready to Hire Your Next Team Member?  

There is no question that it takes a special person with a unique set of skills to be a successful customer support agent. At Salem Solutions, we can help you find just that. We are experts in successfully finding and thoroughly vetting candidates who will be a great addition to your team. Request an employee today! 

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Discover the key strategies to embed continuous learning in your organization, fostering employee engagement, productivity, and growth. 

Sustaining your company’s competitive edge demands constant innovation. One of the most effective ways to ensure your company does this is by fostering a culture of continuous learning.

It refers to the ongoing process of acquiring new knowledge, skills, and competencies throughout one’s life, personally and professionally. It involves a proactive and continuous pursuit of learning, growth, and development beyond formal education or initial training. Here’s an in-depth guide to nurturing a learning culture within your organization.

 

Why Cultivate a Learning Culture? 

A learning culture in your company emphasizes the importance of staying updated with evolving information, industry trends, technological advancements, and best practices within one’s field or areas of interest.

It boosts employee engagement and retention while enhancing productivity and, ultimately, facilitating your organization’s growth. Understanding knowledge’s pivotal role in personal and professional development is vital to fostering a happy, thriving workplace.

A learning culture fosters adaptability, stimulates innovation, and produces a more engaged and motivated workforce. Investing in learning initiatives showcases your commitment to employee growth, which enhances your loyalty and retention rates.

Embracing a learning culture isn’t just a strategic move; it’s a mindset shift that drives sustained success. Encouraging employees to seek and acquire knowledge continually benefits the individual and enriches the organization as a whole.

 

8 Ways to Build a Culture of Learning in Your Organization 

In today’s rapidly changing business landscape, ongoing learning is crucial to stay competitive and engage employees. Discover critical strategies to make learning a core part of your culture.

 

1. Hire Lifelong Learners

A learning culture might attract suitable candidates for the roles you must fill. In a survey of workers aged 18 to 34, “opportunities for career growth within the company” was named by 35% as the most important thing to them when looking for a new job.¹ This demonstrates that building a culture of learning begins with the hiring process.

Identifying individuals who are inherently inclined toward lifelong learning is instrumental. So, consider looking for candidates who are curious, eager to learn, and take an active approach to personal development.

During interviews, consider delving into your applicants’ interests and hobbies; individuals passionate about continuous learning often pursue diverse hobbies or engage in activities beyond their job scope. Their eagerness to expand their skills outside of work indicates their inclination towards ongoing education and personal growth.

Make continuous learning a regular part of daily work, not just an occasional activity. Ensure that you integrate it into your organization’s values and operations.

Related Article: 6 Qualities That Make a Great Call Center Agent 

 

2. Develop a Continuing Education Policy

Consider setting requirements for employees to spend a set number of hours or time on continuous learning. This embeds learning into your company values. It can encompass various learning opportunities, including:

  • Industry-Specific Classes
  • Certifications
  • Workshops
  • Seminars
  • Online Training Modules

Formalizing these expectations reinforces the importance of learning cultures within your organizational framework.

Additionally, equipping employees with access to learning resources like libraries, online learning platforms, subscriptions to educational materials, or creating dedicated learning spaces within the workplace provides a learning environment and therefore encourages continuous learning.

 

3. Allocate Time and Resources for Learning

To encourage active participation in learning initiatives, provide ample resources and allocate designated work hours for employees to engage in educational activities.

Organizations can allocate specific hours or days dedicated to learning activities, giving employees the time and space to engage in educational pursuits without interfering with their regular tasks. For instance, some organizations have “Learning Fridays,” where employees focus solely on skill development and knowledge enhancement.

Providing financial support, such as covering tuition for courses, workshops, or certifications, demonstrates your organization’s investment in employee development. Some companies offer reimbursement or stipends for educational expenses incurred by employees. This motivates individuals to invest in their growth and signals the company’s dedication to fostering a learning-centric environment.

 

4. Lead by Example

Leaders play a pivotal role in shaping an organization’s culture. In fact, according to a Gallup study, 70% of the difference in how engaged employees are is directly linked to their managers.² As the saying goes, change must start with you. So, leaders should model the learning behaviors they want to see in their teams.

For instance, openly share your learning experiences with your team. Communicate your enthusiasm for personal development, whether attending workshops, pursuing certifications, or exploring new skills. By setting a precedent and demonstrating the value of ongoing education, you’ll inspire your teams to follow suit and foster a learning organization.

Leaders and managers should actively promote and advocate for a learning culture, emphasizing its importance and encouraging participation. When leadership demonstrates a genuine commitment to learning, it motivates employees to engage more enthusiastically in educational activities.

 

5. Facilitate Career Coaching and Development

Investing in individual growth is critical to nurturing a learning organization. You could offer personalized career coaching sessions through internal resources or external experts to help employees chart their career paths and foster a growth mindset within your team.

Career coaching and development sessions should focus on setting achievable goals, identifying skill gaps, and devising strategies for ongoing professional development within the company. Providing employees with tailored guidance and resources demonstrates your organization’s commitment to their long-term success and growth.

Related Article: 6 Career Paths for a Call Center Professional 

 

6. Make Learning Fun by Giving Rewards and Recognition

Regularly cheering on and celebrating employees who are actively learning is a great way to make learning more fun and exciting. The company shows how important learning is by giving public shout-outs and appreciation for your employees’ efforts. When we highlight how these new skills and knowledge help the company grow, it encourages others to start their own learning journeys.

Showcasing and praising employees’ successes makes them happy and motivates others to join in too. This recognition shows that the company values learning and growth. Creating a cycle of support and celebration makes everyone see that learning is essential at work, making people more excited to keep learning and growing.

 

7. Adapt Technological Advancements

As technology evolves, embrace digital tools and platforms that facilitate employee learning and skill development.

Integrate digital tools and platforms specifically catering to workplace learning and skill enhancement. Consider leveraging online learning platforms, mobile apps, virtual classrooms, and other technological innovations to offer your employees diverse and flexible training programs, regardless of their geographical location or work schedule.

Technological advancements enable knowledge sharing within your organization. By embracing technology-driven learning solutions, you can create an inclusive and adaptable learning culture that resonates with modern workplaces’ diverse needs and preferences.

Related Article: 5 New Technologies That Can Set Your Call Center Apart from Competitors 

 

8. Partner with External Resources

Teaming up with outside educational groups, training providers, or industry pros is a smart move. It helps offer specific courses, workshops, or mentorship programs designed just for your company. Partnering with these external resources doesn’t just widen the range of learning options but also brings new ideas and skills to your team.

By collaborating with external partners, your organization can access various specialized learning experiences tailored to your needs. These partnerships bring in diverse viewpoints and knowledge, enriching your workforce with fresh insights and expertise.

 

9. Measure Impact and Adjust Strategies

It’s essential to check how well your strategies in building a culture of learning are working. Ask for feedback, training completion rates, and certifications obtained to see how much people are learning and observe how they use their new skills at work. Doing this can improve your strategies and ensure they match your company’s and employees’ changing needs and goals.

Regularly gathering feedback and assessing how much employees are learning helps you fine-tune our learning plans. Observing how these new skills are applied in the workplace guides us in adapting our strategies to meet better the organization’s and its employees’ changing needs and goals.

 

FIND THE PERFECT LIFE-LONG LEARNER TO ADD TO YOUR TEAM

Kickstart your journey towards cultivating a learning culture within your call center by partnering with Salem Solutions. With a dedicated focus on providing tailored solutions for call center staffing, we can assist in identifying, recruiting, and nurturing individuals aligned with your vision for a dynamic learning culture.

Contact us today and take the first step towards empowering your workforce through continuous learning and growth.

 

References 

1 “6 Must-Haves for a Successful Learning Culture.” LinkedIn, www.linkedin.com/business/talent/blog/learning-and-development/must-haves-for-a-successful-learning-culture. Accessed 17 Nov. 2023.

2 Mann, Annamarie. “Why We Need Best Friends at Work.” Gallup.com, Gallup, 27 July 2023, www.gallup.com/workplace/236213/why-great-managers-rare.aspx.

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