Call Center Recruiting and New-Hire Training: The Best of Call Center Management Review, Second Edition

Finding and retaining qualified agents is an endless challenge for call centers. An effective recruiting strategy, combined with a motivating, supportive training program that keeps new-hires charged about their potential with the company, will pay off in lower hiring costs and higher staff retention. Call Center Recruiting and New-Hire Training offers call center managers valuable insights and ideas on: • Developing retention-oriented recruiting strategies • How to select the most qualified candidates • Developing new-hires into successful agents • Recruiting and training call center supervisors • Alternative labor pools Each chapter is filled with innovative practices, strategies and best practices from call centers that have successfully put a stop to the revolving door of agent attrition.