subject: A Look At The Workforce Of Offshore Call Centers [print this page] In any company, it is the workforce that drives success. This is very true in call centers where the success of a campaign relies largely in the collective effort of a group of people. Therefore, it is crucial that the people who make the team have the right skills and adequate training. It is the responsibility of a call center, whether its an onshore or offshore outsourcing call center, to hire the best people it can find for the clients project.
For an offshore outsourcing call center, the demands on the agents are greater since they have to speak to people who are living across the globe about things that are most likely new to them. Generally, call centers look for individuals with strong English language skills, technically savvy, quick and willing to learn.
Other specific skills and qualities are required depending on the job. For instance, selling skills are obviously needed for a telemarketing post while being service-oriented is a must for a customer service representative. Because they must see to it that the workforce consists of qualified agents, an offshore outsourcing call center conducts a series of candidate screenings.
Conducting phone screenings allows the recruitment personnel to evaluate the candidates voice quality as well as his or her command of English, which is a necessary skill in an offshore outsourcing call center. It is important that the person doesnt only sound clear over the phone but can carry a conversation in English without stammering or fumbling for words.
Phone screenings are usually followed by a series of interviews, written tests, typing tests, call simulations and other forms of assessment that that are all done to further evaluate the communication and interpersonal skills of a candidate as well as their attitude towards the work. Working at an offshore outsourcing call center is not an easy task so the recruitment personnel wants to make sure that the applicant really has what it takes to last in the job.
Successful candidates at an offshore outsourcing call center are then given intense call center training prior to making them start calling. The candidates are trained on English communication, accent, customer service, and product-specific knowledge. Exams and call simulations are done throughout the training in preparation for the actual call handling. Call centers also continually provide training opportunities to their agents to keep their knowledge and skills updated.
