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    Call center: Process to recruit

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    I'm the HR Director in a call center. The call center manager is newly promoted, and has no experience with hiring.

    She just notified me of the need to hire 15 customer service representatives to start in the next training class (30 days from today).

    Develop a detailed response to address the following questions:
    1. What process will you use to recruit a diverse pool of quality candidates? Consider the various recruiting methods available. What is your rationale for that approach?

    2. What interviewing method will you use and why?

    3. What will you do to ensure a reliable and valid screening process is used?

    4. How will you prepare the call center manager for her role in hiring?

    Must cite research and references used in developing response to those 4 questions.

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    Solution Preview

    1. What process will you use to recruit a diverse pool of quality candidates? Consider the various recruiting methods available. What is your rationale for that approach?

    First of all, I will advertise the position in a leading newspaper/web portal as well as approach recruitment consultants to invite applications from suitable candidates for this position. In this manner, I will be able to gather a good volume of potential resumes for screening candidates.

    I will also approach internal sources such as internal employees and their referrals because it is often seen that internal sources can prove to be cost effective and reliable source of hiring and we can get good candidates via internal referrals. Even suitable candidates within the organization can be hired for this position, if candidates with desired skill sets exist.

    Once the applications are collected, we would deploy a host of screening methodologies to shortlist candidates for next round of hiring process. This is to ensure that we devote our time and resources on only potential candidates that best suited for these positions.

    The shortlisted candidates will then be called for screening tests. We will ...

    Solution Summary

    Call center: Process to recruit, interview methods, screening process for new hires

    $2.19

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