By Kathy Sisk
Question: When recruiting, what does an ideal agent should look like? What steps should I take to help make the right selection?
Answer: An ideal agent has the following skills, style, and orientation:
Talking Skills
- Engages in interactive conversations
- Enjoys marketing, selling, and servicing over the phone; does not need face-to-face contact
- Capable of moving through a call guide without sounding scripted
- Remains in control of the conversation at all times
- Maintains a personable and agreeable tone
Listening Skills
- Has the mental agility to cope with unexpected responses
- Possesses effective listening skills in order to be proactive and responsive
- Conveys both an authoritative figure and respect for the caller or prospect
- Able to establish a personable rapport
Speaking Style
- Speaks in a crisp, concise, clear, educated, knowledgeable, and personable manner
- Modulates the conversation as a confident and positive professional
Psychological Orientation
- Confidence: The ability to go on to the next call without being affected by resistance or a negative result from the previous call
- Customer orientation: Understands that each call is an opportunity; values the company, products, and services
- Motivation: Strong work ethic and the stamina to work through stressful situations; not afraid of reaping rewards for putting forth effort
Use these seven steps when recruiting agents:
1) Résumé screening
2) First telephone interview
3) Second telephone interview
4) In-person interview
5) Reference checking
6) Security clearance
7) Acceptance letter
Email your questions to ksisk@kathysiskenterprises.com.
Kathy Sisk is founder and president of Kathy Sisk Enterprises Inc., located in California. Kathy is a trainer and consultant, contributing thirty-five years of expertise to the telemarketing, sales, and customer service industries. She is a published author with many manuals and books, including Overcoming Objections and Successful Telemarketing.
[From Connection Magazine – December 2013]