OUR AGENTS

Value starts with our people. Our six step recruiting process includes three rounds of interviews and extensive testing. We find the best-educated candidates in the call center labor market. In the Philippines, we recruit the graduates of leading universities; we use rigorous skills and personality testing to find smart, motivated candidates.

When it comes to hiring, investing to outperform means all the difference and better agents for our customers.

We all know about the timeless personality models on the market, such as �Colors,� based on the DISC model. Do �Blue� people (those who are analytical) perform better than �Green� people (those who are engaging with high affiliation needs)? Or do the �Yellows� thrive (those who are fun, upbeat and spontaneous)?

Personality models can typically describe an individual�s dominant personality traits, which is helpful when you�re trying to improve collaboration among a group of people. However, current research confirms that no single personality type dictates success among call center agents.

So what makes a good call center agent?

Four main factors influence whether individuals will become great call center agents. The more of these factors that are aligned and in play, the more likely the agent will be successful:

  1. Competencies
  2. Motivational Fit
  3. Personality
  4. External Factors

These factors and all of the issues they cover are like a Rubik�s cube, interrelated in numerous ways. But with the proper perspective and a framework for evaluating prospective employees, the puzzle becomes much easier to solve.

Select International�s research indicates that, while these are all important, the degree to which they affect an individual�s likelihood of success varies, as shown in the diagram.

Graph 1. Call Center Agent Success Profile Categories by Weighting Select International Inc. Copyright 2005


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1. Competencies

2. Motivational Fit

3. Personality

4. External Factors