There is one common trait that many businesses share and that is a high turnover rate. This ongoing challenge makes it difficult for leaders to build a high performing department. But, with the right recruitment interviewing skills training and the right people in place, the business can thrive towards success!
Depending on your companies hiring practices, you may or may not be directly involved with the interviewing process and interview skills training. However, it is in your best interest to be fully aware of the process, as well as the employment patterns of your staff or the staff you are recruiting by having the appropriate interview skills.
For the purpose of clarity and understanding we are relating this article to the recruitment and interviewing of CSR (Customer Service Representatives) for a call centre environment
3 Reasons for High Turnover Rates
If your call center has a high turnover rate, you may be struggling with the reason why. Here are three of the most common reasons:
1. CSRs view their job as a temporary job. The reality is some CSRs are actually still looking for other jobs while they are employed as a CSR
2. There is a lack of adequate training for the new CSR. Starting a new job is intimidating enough, but when there is little or no training regarding customer care and telephone skills training, the CSR could feel as if he will never really learn the ropes. As a result, the CSR gets frustrated and will either stay with the job unmotivated, or will look for another job.
3. The CSR wasn't right for the job in the first place. If the interviewer was not proficient in interviewing or lacked formal recruitment interviewing training, it is likely that he/she could have recruited a square peg for a round hole in the recruitment interview process.
As a business leader, it doesn't matter how desperate you are to fill a CSR position, you should not hire a person who you do not believe has the potential to do a great job. In the long run, it is better to have an empty chair and search for the ideal CSR, than to try to fill that chair with a less-than-adequate CSR. Don't worry, if you are patient and have the correct interviewing skills training, you will discover how to interview effectively, and you will find that ideal CSR!
There are excellent CSRs with good communication and problem solving skills just waiting to be recruited but you must have the recruitment interviewing skills to be able to establish the core competencies you need for the role you are trying to fill and of the candidate does not match your competencies -forget it. Always remember recruitment interviewing is more than a gut feeling!
When you invest in new staff, you want to make the wisest decisions possible. It is in your best interest to make sure that the decision you make is made on an informed basis which has been brought about by the training you have received for recruitment interviewing skills. It is time well spent reviewing resumes and conducting informative interviews to make sure you hire the best people for the job. When you hire the right people to begin with, you will save yourself a substantial amount of time hiring and training replacement staff down the road. The more skillful you become at recruitment interviewing skills the easier you will make the recruitment and management process
By hiring the right people, you will also be saving your company recruiting and training costs. As a leader, your company trusts you to interview and hire staff that will benefit the company. Let's discuss these and other reasons in further detail.
7 Reasons to Hire the Right People the First Time:
1. You will save yourself time interviewing, training and hiring down the road. It takes a lot of time (and money) to advertise open positions, review resumes, screen applicants, set up interviews, conduct the interviews, extend offers, and then start training the new staff. The less time you have to spend doing this work, the more time you can spend leading, motivating, developing and training your team.
2. You will save the company recruiting and training costs. Just think of all the people that a new staff member spends time training with:
* A Human Resource manager to go over paper work and company policies. * Yourself or a trainer to go over on the job coaching and training. * Fellow staff members for job shadowing. * A corporate trainer for soft skills training. * A trainer for technical training.
That is a lot of time and as they say time is money. If your recruitment interview skills produce a staff member who is willing to contribute to the company's success, then the time is well spent. If the new staff member is not excited about his job, or worse hates his job, then it is time (and again money) wasted.
3. You will increase productivity and have less hassle as you try and ramp up new employees. When through correct recruitment interview skills you hire the right person the first time, your business will experience an increase in productivity. The new staff member will be motivated to jump in and learn! Once all your staff members are in place, you won't see your time being wasted from constantly having an empty chair to fill.
4. You will increase customer satisfaction. New staff members who have been recruited correctly through the best practices of recruitment interviewing skills techniques will be easily trained in your ways of doing things, they will be open to learning and training. It will be easy for you to train them how to handle a wide range of customer service situations. Eventually they will need little assistance from you. Customers will appreciate their courtesy, professionalism, and efficiency. If you are constantly recruiting and interviewing new staff, you will have more customer complaints about unknowledgeable, unhelpful, and inefficient staff.
5. You will increase morale and see less distraction. There is no doubt about it; a high turnover causes quite a bit of distraction among other staff members. There are questions floating around about why the staff member left, if he was terminated, if there is going to be layoffs, etc. If it is the case where you had to terminate the staff member, (even if the staff member had to be replaced because you got it wrong through poor recruitment interviewing skills) other staff members will wonder who's next? This distraction decreases morale and can negatively impact the entire department. When the right people are in place, morale is high and there is much less distraction.
6. You will build team spirit. Staff members that know each other, enjoy working together, and are motivated by a leader (you!) build a strong bond powerful, dynamic team spirit. It is more difficult to build this team spirit when the members of the team are constantly changing and you are spending all your time on recruitment interviewing.
7. You will give your company a good reputation. Applicants often ask about a companies staff turnover rate. When you have a low turnover rate, your company will gain the reputation as an employer with a first-class reputation for looking after their people. In fact many companies are now finding it is money well spent training their leaders and managers in recruitment interviewing skills and saving money on recruitment costs.
Frank Otools has sinced written about articles on various topics from Customer Service, Sales Training and Networking. If you would like avoid a high staff turnover and prefect your interview skills, why not check out the