How to Recruit Your Ideal CSRs In Today's Digital World - with Amanda Law

Amanda Law is a Recruiter and Principal Consultant at Cultivate Recruitment. She has more than 11 years in the recruitment industry, and has spent most of the that time recruiting for contact centres.

Her expertise means she’s got some incredibly useful tips when it comes to recruiting your perfect contact centre agents in the current environment.

Top 3 Tips:

If you can, run a blind recruitment process - which basically means not reviewing CVs - and trust in your interview process. You’ll avoid discounting people who are fantastic for the role (10:33)

When it comes to interview questions:

Break down your competency-based questions into parts to avoid confusing candidates. For example, instead of asking "tell me about a time when you've had a difficult customer that you've had to deal with. What was the situation? What was the outcome? How did you feel about that?", ask each part at a time (12:08).

To find out what a candidate’s motivations are, get a workplace story out of them. That way, you’ll be able to find out what makes them tick (13:41).

Make the candidate experience a stand-out one, that’s smooth and fun. Then you’ll have the best chance of them choosing your role as opposed to choosing one at another organisation (14:50).

You'll Learn:

What changes have happened in contact centres over the last few years, that have turned the skill requirements of your call centre agents upside down (01:56).

The common mistake many contact centre leaders make when it comes to candidates’ salary expectations, and how to easily solve it (06:42).

The key things that your candidates are looking for in your business - that you might not be aware of - which determine whether they want to work for you (16:39).

See the full show notes here: https://bravatrak.com/amanda-law-podcast 

Connect with Amanda on LinkedIn here: https://www.linkedin.com/in/amanda-law-b45143a4/

Get your free copy of Game On here: https://bravatrak.com/game-on-book