Brunt Work CEO Winston Ong believes a great customer experience depends on great employees. This is why analysts stress the importance of building an efficient hiring process to sort the best candidates for customer support services.
The problem is businesses have little clue as to what constitutes the best candidate for customer support.
Ong says, “When employers are hiring and filtering applicants, they need to keep in mind they’re building a customer-facing team with specific psychological traits.” This is in addition to the specific skill set businesses look for in a customer support representative.
Most analysts would agree with Ong, as psychological traits can make or break success in customer support. So, how can companies without experience in identifying these characteristics filter applicants successfully? Most turn to outsourcing agencies with established hiring processes.
Hiring Through An Outsourcing Company
Though many companies have a process flow, it’s different for client-facing roles, as prospective new hires should reflect a business’s vision, mission and values. Often, the best way to do this is to use a psychologically validated personality assessment, like that utilized by BruntWork.
Analysts presume that the reason employers struggle during the hiring process is that companies don’t have the know-how to conduct these assessments.
There are some things only experts can do, which is where outsourcing comes in handy. Companies can often get more value for their money when they outsource specific tasks to professionals with extensive experience in these fields.
Further, reaching out to outsourcing companies gives businesses access to specialized skill sets at a reasonable price point, allowing leaders to devote more energy and time to other essential business areas.
“Rather than waiting weeks or months to build the perfect hiring process and customer support team, delegating the task to an outsourcing firm like BruntWork ensures a speedy result – better applicants delivered in half the time,” shares Ong.
BruntWork’s Hiring Process
BruntWork seems to have uncovered the secret to hiring effective customer support services. “We’ve found that the first step is to have a solid plan that is simple enough to follow through. We just go back to the basics,” says Ong.
The purpose of having a solid plan is to establish a standardized system that increases the chance of hiring the very best employees.
Organizations rise or fall on their ability to attract, grow, nurture and retain talent. It’s important to be crystal clear on what the roles and goals are. This needs to be defined well before even posting the position.
Analysts found that employers commonly fall into the trap of asking candidates the wrong questions, talking too much and failing to let the candidate speak. Ong stresses the importance of getting to know the applicant as it helps determine whether they are a good fit.
The future of hiring belongs to people willing to get creative about finding great talent, which means going out and finding it. Getting the right people in the correct positions within a business is fundamental to that business’s continued success, all the more when the economy is entering a global downturn.
