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Call Center Hiring: How Important is the Interview?


TMCnews Featured Article

August 06, 2009

Call Center Hiring: How Important is the Interview?

By Stefania Viscusi, Assignment Desk Editor

Most job candidates and hiring managers place a particular importance on the interview as a final deciding factor. However, there are a number of different types of interviews that can be conducted and additional assessments that must be considered prior to a successful hiring.

A new white paper from FurstPerson, “The Role of the Interview: Ready for a New Job?,” highlights the different types of interviews and how they’re being used in the contact center.
First, the unstructured interview includes a question-and-answer session between the candidate and employer. This type of interview does not focus on any skill sets and can’t accurately predict how a candidate will perform in a job function.
In a structured interview, which focuses on behavioral attributes, the interviewee is asked questions about how they handled past situations similar to the jobs roles along with other questions to help the manager gain details. Responses are then scored based on a behavioral rating scale. While this will turn out better results than the unstructured interview, FurstPerson notes, there is a much better way to hire the right employee.
According to the white paper, the use of well-developed assessments that are created based on the specific functions of each job role offer a competitive advantage for companies as they will maximize employee performance.
Through assessments such as computer-based simulations, personality assessments, cognitive ability assessments and situational judgment tests, interviewees will no longer need to spend time looking through applications and then conducting question and answer sessions with a number of candidates to end up not make the right selection in the end.
Instead, companies can save valuable time and money by interviewing a qualified pool of candidates and then only selecting those who pass assessments and prove successful at the job.
FurstPerson provides the tools hiring managers need to find, hire, and keep the right employees. The company’s “1stStep” hiring system is a complete solution that can be customized to meet business specific needs so businesses can find better quality job candidates and identify top performers before hiring decisions are made.
For more, check out the Call Center Hiring channel on TMCnet.

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Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Michael Dinan

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