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Call Center Testing

Finding Sales Representatives

by Andrew Kozlov

If you're looking for sales representatives, chances are that you've experienced some attrition at your call center. Regardless of how you've lost people--whether they escaped to other agencies, left for personal reasons, or got fired for slacking on the job--personnel changes can prove costly and traumatic. Moreover, if you're constantly turning over new representatives, you may depress the morale of your office.

The key to finding and keeping reps is to screen carefully first. So what are some of the most common "red flags" of applicants, and how should you deal with them? Let's consider an applicant who comes into your office with a very inconsistent resume. He has been in and out of work for several years, but he's determined to stick with the next job he gets.

Finding the Best Sales Representatives

Many administrators would dismiss this applicant offhand as irresponsible and unreliable simply based on his past. However, it's foolish to consider just one aspect of an application. Talk to the applicant and learn more about his inconsistency. It might be that he suffered some tremendous personal loss, or that he wrestled with a mental illness.

In other words, instead of being prejudicial, be comprehensive. This is not to say that you should ignore your snap judgments about people. Indeed, more and more social psychological research suggests that our first impressions tend to be rather accurate. Yet in order for you to process people effectively--and thereby staff your call centers with good workers--you need to put aside your prejudices and hear each applicant out.

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