Hiring for BPO and contact center
Screen for communication skills, emotional control and languages in high-volume hiring, before investing time in interviews.
From an industry risk to a better-supported decision
-
Industry risk
Mass hiring and turnover; it's hard to know who can keep up the pace and treat customers well.
-
Signals to assess
Communication, emotional control, customer focus and language (where applicable).
-
Suggested assessments
Comunicación y Relaciones Interpersonales, Gestión Emocional y Personal, Orientación al Cliente y Servicio, Inglés
-
Output
Ranking and comparable report to prioritize and prepare the interview.
Suggested assessments for this sector
Typical roles in the sector
Each role assesses different things. We show you what to combine and why.
Customer service agent
Emotional handling, self-control and clarity of communication, to anticipate tolerance for the pace before investing in onboarding.
Assess customer service agent →Bilingual agent (contact center)
English level, customer orientation, communication and self-control under the pressure of the queue.
Assess bilingual agent (contact center) →Telephone collections agent
Self-control and emotional handling, negotiation ability, communication and integrity given the handling of debts and information.
Assess telephone collections agent →Contact center agent
Cognitive ability, communication, emotional handling under pressure, customer orientation and language (where applicable).
Assess contact center agent →Telephone sales agent
Selling style, emotional resilience and commercial energy, to rank candidates by their real fit for the role.
Assess telephone sales agent →Operations back office (BPO)
Orderly information handling, attention to detail, Excel skills and consistency under volume.
Assess operations back office (bpo) →Team Leader (BPO)
Leadership and team development, emotional management, orientation to results, and reading indicators.
Assess team leader (bpo) →Frequently asked questions
What are the challenges of hiring in hiring for bpo and contact center?
Mass hiring and turnover; it's hard to know who can keep up the pace and treat customers well.
What should you assess in hiring for bpo and contact center candidates?
Communication, emotional control, customer focus and language (where applicable).
Why assess before interviewing in hiring for bpo and contact center?
Screen for communication skills, emotional control and languages in high-volume hiring, before investing time in interviews. A common assessment criterion helps compare candidates by job fit before the interview. The human team decides.