Design A Customized Assessment Centre Process Including Checklists For All Phases
	Develop Effective Interview Tools Such As Interview Forms, Scripts, Role-plays & Team Exercises
	Train All Key Internal Personnel Including Interviewers, Co-ordinators, Role-Players and Team Exercise Assessors
	Analyze Results To Arrive At Optimum Appointment Decisions

A Step-by-Step Approach To Recruiting Excellent Call Centre Personnel

Many companies say they want the best people they can find for their call centre positions but then end up, for various inexcusable reasons, grabbing the first likely candidates that come along. In this scenario, they invariably end up “paying the price” for their haste in terms of extended training sessions, lack of teamwork and, critically, dissatisfied customers and lost revenue opportunities.

A simple remedy to avoid these sell-inflicted problems is to run an effective "recruitment process" in the first place. An Assessment Centre is the name given to this highly effective way of ensuring you choose the people that are right for your situation, minimizing internal friction and maximizing opportunity through competent customer-oriented staff practice.

The significance of the Assessment Centre is that it allows you to really get to know the person you are interviewing, discovering what really lies beneath the surface. And the reality is that many candidates will not have that much to offer. They may well start off “talking the talk”, but the Assessment Centre will allow you to determine if they can really deliver. It’s about having the candidate show and do, rather than bluff their way through an interview.

From your side, your success will be determined by your about preparation - understanding what you are looking for and how you are going to assess those competencies, designing the exercises to test skills at both the individual and team level and, most significantly, having your own team prepared and competent to run the process efficiently and effectively.

"When it comes to building the right team, time is non-negotiable. You will spend the time. The only question is where you will spend it, on the front end, carefully selecting the right person, or on the back end, desperately trying to transform the person into who you wished he was in the first place." Marcus Buckingham, Author, "The One Thing You Need To Know".

Who Should Attend

	Call Centre Managers
	Call Centre Supervisors/Team Leaders
	HR Department
	Training Department
	Sales/Marketing/Customer Service Directors
	Outsourcers
	Call Centre Consultants