Most inbound call centers in the Philippines follow standard procedures and processes when hiring agents. This is done to ensure that the applicants these inbound call centers hire possess the skills necessary for the job; some of the processes can also determine if the agent has the potential to acquire more skills through company-sponsored or company-conducted skills trainings.
The typical recruitment process in outbound and inbound call centers alike follow step-by-step processes which may include phone screening, initial interview, examination and final interview. During a phone screening, the recruitment staff determines how the applicant responds to a call. Recruiters usually look for agents who think quickly during any given situation and those who are proficient in spoken English. A phone interview also helps the recruitment arm of inbound call centers to determine the applicant’s voice quality over the phone. The agent will then undergo an initial interview where he will be tested for his speaking skills, his general attitude, and how confidently he responds to questions.
The next step in most inbound call centers’ hiring process is the examination. The applicant will be required to take an exam to test his aptitude and emotional quotient. Other tests such as computer proficiency and computer-based call simulations are also completed by the applicant. These exams are usually done within the day to make it convenient for both the applicants and the inbound call centers’ recruitment arms. The first three processes – phone screening, initial interview and examination – will determine whether the agent is eligible for the final process. The final process is the final interview which is typically conducted by any one of the following people: the human resources’ recruitment manager, an account manager, or sometimes even the inbound call centers’ operations managers. They assess the potential agent’s sales, technical and customer service skills.
There are several inbound call centers that do not hire agents right after passing the final interview. Oftentimes, the companies require these agents to first undergo a two-week intensive training to help them familiarize themselves with information about the accounts, technologies used, and the policies of the inbound call centers. Depending on the type of account or campaign, agents are required to undergo retention training and systems training. In systems training, the agents will learn how to operate software and hardware necessary for the job. They will also learn about the customer relations management system the inbound call centers use. These trainings will benefit not only the companies but also the agent. He will have an idea of what his strong and weak areas are so he can act or improve on them.
There are also training centers that cater to people who aspire to work in the call center industry. These centers conduct intensive training that aim to hone their English proficiency skills as well as technical skills to make them better suited for a career in the call center industry. Some call center companies consider the trainings conducted by accredited training centers as an evaluation that determines the applicants’ proficiency and skills and take them into account when hiring potential agents.