Blog - Page 15 of 18 - Salem Solutions

News

Industry news, advice and insights from our experts.

Posted on
April 17, 2024

Easing Contact Center Payroll Pains: Navigating Through 7 Major Challenges

Discover payroll solutions in the customer service industry. Learn about compliance, record-keeping, technology, data security, and more.

Brad Bialy
•
Posted on
April 2, 2021

Excellence on Paper: 8 Resume Tips for Call Center Professionals

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 »

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.

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.

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.

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.

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.

Brad Bialy
•
Posted on
March 25, 2021

How to Improve the Call Center Experience: The Question Your Team Should Be Asking Customers

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 »

The Ugly Truth

Let‘s face it; no one calls customer support to rave about a company. It just doesn‘t 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 customer‘s 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 customer‘s 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!

Brad Bialy
•
Posted on
March 18, 2021

Empower, Engage, Excel: Building a Culture of Learning in Your Organization

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.

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.

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.

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.

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.

Brad Bialy
•
Posted on
March 11, 2021

Tips for Perfecting a Professional Customer Service Voice

Words, whether spoken or written, are incredibly persuasive. They have the power to evoke a variety of emotions, including inspiration, motivation, hopefulness, anger, frustration, etc. A brand’s success is dependent on its customer support team. Delivering exceptional customer service starts with choosing the perfect words in the right tone. Let’s take a look at tips for perfecting your professional customer service voice both verbally… Read More »

Speak as If You are Talking to a Friend

Many think that using big words and being formal makes you sound better educated and more professional, instilling trust in consumers. However, this is not true. It actually does the opposite. Being too formal comes off as insincere and can make you seem disconnected. There is also the potential that the customer will not understand what you are saying.

Instead, speak to the customer as if you are having a casual conversation with a friend. Use everyday language so that it is easy for the consumer to understand and flows more naturally.

Speak Clearly

There is nothing more frustrating for a consumer than to call customer support only, not to be able to understand or hear the agent. When communicating verbally with callers, be sure to enunciate your words and speak in a high enough volume that the customer can easily hear and understand you on the other end.

Keep It Brief

In both written and verbal communications, it is best to keep it as short as possible. Consumers will not bother to read long-winded responses. Likewise, they may get lost or confused if you provide a verbal monologue. Get to the point quickly and then give the consumer an opportunity to ask if they have any further questions.

Avoid Being Defensive

Understandably, you want to act in the best interest of the company you work for. However, coming off as defensive or insinuating that the customer is at fault is very off-putting. The consumer is already stressed and emotional because there is an issue. Instead, show empathy for the person’s situation without accepting blame on the company’s behalf.

Put a Name to Your Voice (or Words)

Anonymity seems impersonal. Take accountability for every correspondence you have with customers by introducing yourself over the phone or signing your name to emails and documents. Consumers will take even bad news much better if you do not hide behind a title or department name.

Proofread for Grammar and Spelling

Nothing breeds distrust like an email or document with atrocious grammar and spelling mistakes. Before sending any written communication, be sure to make sure it is free of spelling errors and grammatically correct.

Ready to Take on Your Next Role as a Customer Support Agent?

As a customer support agent, you represent the image of the company you work for. These tips will help you perfect your professional customer service voice and become the most highly sought-after customer service representative. Let Salem Solutions take the hassle out of finding your next job. Our specialists are experienced at matching candidates with the perfect job opportunities. Search open positions today!

Brad Bialy
•
Posted on
March 4, 2021

Falling Behind at Work? When and How to Ask for Help

Let‘s face it, asking for help in the workplace comes with a negative stigma. There is the fear that you will be viewed as a failure or incompetent at your job. This could not be further from the truth. We all need help from time to time. Whether we are falling behind at work or facing a problem that we just can‘t find a solution to, there will be times when colleagues and supervisors’ help is needed. This is your guide on when and how to ask for help.

Exhaust Every Option

Try every possible solution you can think of before asking for help. Nothing will be more frustrating to your team or your boss than to find the answer in the most obvious place that you failed to look. It‘s like looking for a spice but never actually checking the spice rack. Make sure you have done your due diligence before seeking help.

Be Prepared

When asking for help, come prepared with a list of potential solutions you have already tried and why they all failed. This lets the person you are coming to know that you have put forth the effort. It also gives them a starting point for helping you solve the issue. Your cry for help will be much better received than knocking on the door and saying, “Can you help me fix this?“ without any context, which will come across as laziness on your part.

Know When It‘s Time to Stop

Perseverance is often a good quality to have, but know when it‘s time to stop and ask for help. Missing a deadline or irritating a client because your unwillingness to ask for help is dragging out the task will not impress your supervisor. You will be viewed as innovative and dedicated if you know when to swallow your pride and admit that you need another set of eyes on the problem.

Bring Potential Solutions to the Table

Chances are you are stuck because you have run out of potential solutions. That doesn‘t mean you can‘t bring possible ideas to the table. Presenting ideas on how to move forward shows that you aren‘t trying to dump your problem on someone else and that you are diligently looking for a way to find the best resolution.

Let Us Help You Find Your Dream Job!

It is not a matter of if you need help on the job but when. Knowing when and how to ask for help is the key to showing that you are dedicated, humble, and a team player. Let a leading staffing agency help you find your dream job where you can shine. Salem Solutions will take the time to learn your career goals and present you with open positions that meet your skillset. Contact us today to get started.

mswistak
•
Posted on
February 25, 2021

What is the Measure of Success? Call Center Metrics

When customers reach out to your call center, they expect their issue to be resolved quickly and professionally. The efficiency of your call center’s operations directly corresponds with customer satisfaction. Choosing the right metrics will help you determine the effectiveness of your processes. Identify areas that are working well and areas where there are improvements… Read More »

Response Times

This metric tells you how quickly agents are answering calls. Customers do not want to wait. For example, if your goal is to have 90% of calls answered in 25 seconds or less, then analyzing response time metrics will tell if you are hitting your goal.

Quality of the Calls

Customers expect professionalism. Make sure your agents include all the necessary elements in each phone call:

Polite opening
Asking if the customer needs help with another issue after resolving the first
Courteous closing (e.g., thank you for being a valued customer)

Average Call Duration

The less time it takes to resolve a customer issue, the better. Analyzing average call duration helps you identify agents who have consistently higher than average call times and may require further training.

Customer Service Satisfaction Score

Customer satisfaction scores are typically obtained by either a phone survey or a follow-up email. Answers to the questions indicate how well your center is performing as well as the individual agent who took the call.

Escalation Rate

Escalation rate refers to how many times calls reach supervisors. Agents with high escalation rates may need additional training and experience.

Conversation Monitoring

Record conversations between agents and customers. This metric is beneficial for solving any discrepancies that happen during a conversation. Recordings can also be used as training aids.

Resolution Time

This metric measures how long it takes to reach a solution from the time the call is answered. Resolution time can be measured in minutes, hours, or days. It ensures agents are working efficiently and taking the steps necessary to solve problems as quickly as possible.

First Call Resolutions

Having their problem solved on the first call is a customer’s ideal experience. The higher your call center’s first call resolutions rate, the higher your customer satisfaction score.

Sticking to the Schedule

This is a measurement of how often employees are actively answering calls during their shift. It is the best way to hold agents accountable for their job performance. Most call centers try to achieve a 90% adherence to schedule rate.

Bonus Tip!

Keeping a close eye on the above metrics will help you fine-tune your call center’s processes. However, the first step to a thriving call center is making great hires. Salem Solutions specializes in finding the ideal candidates for your personnel needs. You focus on running your agency, and let us take care of the rest! Request an employee today!