It is known that call centre business is the industry that has high hiring and firing turnover and likewise, the mindset of the people available in industry is nurtured on the same philosophy. But they are not much concerned about frequent switching like other careers where it goes against you. However, it is a problem to find and retain right people for the call centre. This is because there are certain shortcomings which are attached with this particular business. That's why, all the measures can only contribute in lessening them and that's the maximum achievable when it comes to call centre hiring and training.
When hiring a person, make a correct judgment about the skills of the person and offer all that which the person expects by way of any of your company intelligence. It is better for you to recognize their needs and address them instead of preferring aggressive hiring and firing.
If you have to hire call centre agents, make it a real task for yourself. You should do a lot of homework about the interviews and selection strategy. Try to conduct an in-house meeting with Managers and supervisors to evolve an efficient and effective evaluation procedure that can end-up in picking right people for the job. First of all, you should look for the accent that's the biggest selling-point. The evaluation of overall personality is your second priority. Put some of stupid questions across and detect the patience of the person, if he keeps his nerves cool and come up with respectable reply, go for this person. He/she will sustain.
Bring-out the internal road map of the person about his pursuits of career and get an idea about his endeavors and expectations. Don't forget to ask him about any ideal call centers' pre-exquisites, this way he will give you his picture about the call centre he wants to join and what things will satisfy him in the long run. But never trash the interview assessment, make it most important document in the lifecycle of that particular agent.
Behave maturely, improve communication, enhance flexibility in overall decorum, and facilitate your agents to maximum extent. This will help them to be at peace of mind to make effective sales or to offer quality customer service. Remember that you have to care for your agents and get care in turn and it works.