In Chapter 2, we defined the roles of employees in the call center, let me remind you:
Supervisor;
Operator;
Project Manager;
Sales Manager;
HR manager;
Administrator.
If you have completely forgotten, reread the article .
I strongly recommend that you do the first selection personally. The time for outsourcing selection has not yet come. It will not be superfluous to study the intricacies of personnel selection;
• You save at least 50% of each employee's salary. HR companies work with payment of 50% of the employee's monthly salary;
• You master a new field. Erudition;
• As you describe the requirements in the vacancy, review job responsibilities;
• You collect the first employees, whom you will grow to top managers;
• Learn to conduct interviews, evaluate candidates;
• It's actually fun.
The basic principle of selection and hiring for a position: everyone should be in their place.
There are 2 lists in the match matrix:
• List of candidate skills;
• List of company requirements.
If the 2 lists match on key parameters, you can work!
If there are discrepancies
Creating a text for call center vacancies
It's all simple! Just kidding. The job description is the foundation of the recruitment process. The more accurately you describe the requirements, the more candidates will come.
Essentially, a job description consists of:
Introductory part. Description of the company, wishes for the candidate;
Duties. What the employee will do. The description is literally: A, B, C and D;
Requirements. What parameters must an employee meet;
I recommend writing only key ones. If you need an employee apparel company database with fast Internet and a headset, and the operator wants to work from a mobile phone via a SIM card, perhaps not an option;
Working conditions. Working days and time, bonuses, salary, etc.
Important: you can write a vacancy as correctly as possible, but the candidate will not even read it. The reason is simple: there are many vacancies, a person looking for a job responds to everything, waits for responses and chooses.
No problem. Automation will help us.
Want an example of a Nirro Call Center vacancy? Take a look! We can send you an FAQ on the vacancy, write to the email “I want an FAQ on the vacancy!”
Automation of recruitment for call center
Nirro Call Center HR robot named "Isabel" selects candidates, conducts interviews and sends them for training. Okay, just kidding! Although it would be nice. An idea for an HR bot.
In our case, automation is a reduction in employee selection actions.
An example of an approach to personnel selection
Processing responses by phone, phone interviews for 15-20 minutes. There can be 15-20 candidates per day. The day will be spent on selection.
Do not forget that after selection, employee training and internship are required. By the way, 10-15% are eliminated immediately during training.
The result: a lot of wasted time.
How the recruitment process works at Nirro Call Center
The vacancy is posted on several popular job search resources. HR processes responses.
The response letter contains a link to the "Vacancy FAQ", which provides answers to popular questions. Popular questions: "What will I do?", "How much will I earn?", "When will I be paid?" Let them read and not pester with questions during the interview.
At the end of the document, there is a link to a Google form. If a person is satisfied with the vacancy, he or she follows the link.
The link contains a simple questionnaire: general questions and several specialized cases. It takes 4-5 minutes to fill out the form. Many drop out at this stage. An employee who is interested will fill out everything. Verified!
After filling out the form, HR conducts an interview in 10 minutes. During the interview, the candidate asks specific questions about the responsibilities.
If the candidate is suitable, HR transfers the employee to the Head of the Department for approval.
The Head of the Department communicates with the candidate, refuses, or hires.
Training and Internship. In fact, the "internship" is already a working process. It is more effective.
Yes, we create a funnel of candidates. How else? You can even write a chatbot for interviews. Or make a QUIZ.
As a result:
• We spend little time on initial processing;
• Only those who are truly interested make it to the interview;
• The employee is already aware of the responsibilities, has learned who you are and what you do;
• A similar cycle is ongoing, without distracting from work. In this way, we replenish the staff with professionals every month.
Where to look for employees for a call center
I won't even mention that the Vacancy should be posted on the website and SEO traffic should be sent to the page "job as a call center operator". This is a secret life hack, only for our own
Let's consider where else to look for employees.
