Call Center Recruiting and New-Hire Training: The Best of Call Center Management Review, Second Edition

Finding and retaining qualified agents is an endless challenge for call centers. An effective recruiting strategy, combined with a motivating, supportive training program that keeps new-hires charged about their potential with the company, will pay off in lower hiring costs and higher staff retention. Call Center Recruiting and New-Hire Training offers call center managers valuable insights and ideas on:

• Developing retention-oriented recruiting strategies

• How to select the most qualified candidates

• Developing new-hires into successful agents

• Recruiting and training call center supervisors

• Alternative labor pools

Each chapter is filled with innovative practices, strategies and best practices from call centers that have successfully put a stop to the revolving door of agent attrition.