Revolutionize contact center hiring with a data-driven approach
The quality of service can determine the strength and longevity of a relationship, but assembling a team of awesome customer service agents to make that happen is a mighty one.
Every interaction with a company can turn a critic into a champion, or vice versa. The quality of service can determine the strength and longevity of a relationship, but assembling a team of awesome customer service agents to make that happen is a mighty one.
Hiring managers in customer service organizations don’t have access to the dozens of systems in their company’s tech stack that hold the right information to inform decisions about hiring and retaining the best people for their customer service vision.
So, how do we bridge this gap? The answer lies in unifying your data to hire contact center agents who are not just good but great.
What defines the ideal agent?
Imagine being able to sift through all the data points for each customer service agent in your team — both the shining stars and those who need a bit more polish. By analyzing traits like problem-solving skills, communication effectiveness, empathy levels, and the speed of conflict resolution, you can identify a clear set of attributes that your top performers share.
Then extend the analysis into each agent’s training journey — certifications, skills, training modules completed, and continuous education activities.
Then extend the analysis even further to include tenure at the company, team, manager, at-home or in-office, time zone, languages spoken, equipment issued, awards given, and any other data hidden in the corners of your tech stack.
You could paint a complete picture of the ideal customer service agent tailored to your operational needs and cultural fit. This profile could serve as the gold standard during the recruitment process, empowering hiring managers to match prospective candidates against a proven blueprint of success.
Follow the data on what leads to outstanding service delivery, and you can hire the best people for your customer service environment.
Revolutionize the interview process
Imagine putting data points together to identify which interviewers consistently select candidates that become top-performing agents — and then create a profile of the ideal interviewer. And every agent’s success becomes a real-time addition to the profile. That would transform how you train and select your interviewing panel.
Imagine analyzing trends over time to refine interview questions and improve training for interviewers, ensuring that hiring decisions are not just based on instincts or experiences but are backed by concrete evidence of what works.
How about real-time tracking of candidates through the hiring pipeline? Get automated updates on where candidates are in the process based on events in various systems. Reveal insights on how different interview stages affect candidate drop-off or engagement. Receive intelligence to iterate and improve hiring strategies in real-time.
By unifying data that is hidden in all the rooms across your organization, you can gain a holistic view of your hiring practices and secure the best talent possible for your contact center.
Alvaria Horizons is committed to redefining the workforce with a focus on prioritizing people, supported by the latest technology. This starts with building a team strategically and utilizing tools to get you there. We’re dedicated to building innovative solutions that equip workplaces with the ability to navigate the challenges of the modern work environment and capable of leveraging modern solutions to age-old problem.
