ABSTRACT

This chapter provides the tried and proven methods for recruiting staff. Recruitment and selection is such an integral part of the entire process of contact centre establishment and maintenance that the programme must be coordinated, planned and measured throughout to ensure success. Recruitment is also becoming increasingly challenging. The entire recruitment process has to be carefully constructed to include a blend of: psychological analysis, educational skills, presentation and social skills and interactive skills. The recruitment process is carried out through the following eight stages: Identify your needs, Plan the framework, Source the candidates, Meet the response, Face-to-face with candidates, Interviews, Letters and documentation and Following up. The call and contact centre organizations employ specialist recruitment organizations or have the resources to do it themselves, selection processes must be designed with the job role in mind, and be compatible with organizational culture.