Building upon an existing relationship, Zoe Stamolis and Danielle Davis of Parker Staffing began working with WDS to develop a supplemental recruiting plan to provide the needed customer service representative (CSR) candidates to bring the call center trainings up to full capacity.
The first step was to identify the specific areas of need for WDS and the challenges they faced in recruiting for their call centers. Zoe and Danielle did a complete review of current processes and identified areas for improvement and places where new steps could add efficiency. They identified aspects in recruitment, interviewing, and evaluation that could be optimized to deliver better results. Attending WDS staff meetings allowed them to understand the culture and environment specific to the company, and offered them the opportunity to learn the specific needs for each wireless service WDS works with.
From this review evolved a new process for effectively recruiting and evaluating potential candidates. A system of behavioral based interview questions with follow up testing was implemented to identify the top candidates. This made it possible to quickly determine whether a particular candidate would fit well into the call center program and get them on track to begin training.
The review also identified a communication disconnect within the CSR teams as a key issue. This disconnect meant that not all the CSRs understood all the details and expectations related to their position. The Parker Call Center team developed a system of communication documents that outline the specific expectations and duties for each CSR position. The documents included vital information for the CSRs on job description, required work hours, and other details specific to the company and job.
The result of this reviewed and revamped program delivered a tailored solution for WDS Global that fit their needs and the needs of their call center training program. This solution provided processes and systems enabling the recruiters to quickly ramp up and deliver an on-demand response to the growing training schedule.
The strong relationship between Parker and WDS Global has created a positive partnership allowing Parker to recruit and deliver the best candidates and providing WDS Global with experienced, qualified customer service representatives to build their best-in-the-industry call center program.
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