Are You Still Sourcing Call Center Reps and CSRs Yourself?

Recruiting dozens of call center and customer service representatives (CSRs) is time consuming.

It’s also wasteful: what could your recruiters be doing if they weren’t constantly sourcing, interviewing and hiring for these positions?

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  • Could they be working to build a talent pipeline in other areas of your business so that they won’t be scrambling for candidates when openings occur?
  • Could they be sourcing, recruiting, interviewing, and vetting candidates for higher-level positions so that your company has a better chance of hiring these positions right the first time, thus cutting down considerably the chance that poor hires take place in these more important positions?
  • Could they be working more closely with hiring managers in creating job descriptions, screening applicants and vetting them, thus seeing to it that hiring managers only spend their time on interviewing top candidates?

Or are they instead constantly sourcing, recruiting, interviewing, and vetting dozens upon dozens of call center reps and CSRs…and then repeating it all again and again? (Call center reps, on the whole, tend to have low retention rates, with a turnover rate of between 25-35 percent.)

And that doesn’t even take into account additional costs of high turnover: training, benefits, salaries, etc. With high attrition, up to a quarter of your annual staff expenses can disappear.

Outsourcing your call center rep and CSR hiring improves recruiting effectiveness

Here’s how:

Many company recruiting/HR departments are short-staffed with team members stretched much too thin, resulting in difficulty in finding qualified candidates as well as improving their department’s overall recruiting function and processes.

Unfortunately, when HR/recruiters get backed up, it’s very difficult to get caught up with hiring.

Outsourcing CSR and call center rep recruiting means a company can take advantage of a staffing firm’s ability to reach more candidates (recruiting companies are constantly sourcing candidates), find passive candidates and overall find more qualified candidates more quickly.

Engaging a recruiting company to recruit call center reps and CSRs simply is a much more efficient – and effective – use of recruiting budgets.

CSR/call center rep turnover also can be reduced

CSR/call center rep turnover isn’t so much about a recruiting professional’s abilities but more with the actual recruitment function. The recruiting process performed by a staffing firm is one that’s been honed over the years by its dedicated, experienced, savvy recruiters.

Your business thus will enjoy better quality candidates.

Small companies can gain a competitive advantage

Using a staffing company with considerable experience recruiting call center reps and CSRs means a small or mid-sized business can efficiently and quickly work to build its own key staff. The company will be able to focus its limited resources where it truly counts: sourcing, recruiting and hiring people for higher-level positions.

Leave a good deal of the onboarding to the recruiting firm

Allowing your staffing partner to provide an overview of your company’s call center/customer service policies and procedures as well as your company culture can cut back considerably on your call center/CSR managers need to do so.

In short, integrate your sourcing, recruiting, hiring, and some on-boarding activities, and you’ll be opening both brain power and time for your own HR and recruiting pros to focus on recruiting higher-level positions, creating policies and benefits packages, handling employee concerns and issues, working on building employee engagement throughout your entire company, and more.

Employee turnover and productivity often are the first areas of a company to suffer when recruiting and onboarding is stressed. Even the Society of Human Resources Management has said that onboarding is key to retaining and engaging talent.

Helpmates has exceptional experience sourcing, hiring, onboarding, and training CSRs

This isn’t bragging: this is fact.  Just last year at the beginning of California’s stay-at-home orders, we helped two of our clients transition 60 call center specialists between them to remote work.

And we did it in just three days (over a long weekend).

In fact, so successful were we that our clients told us that none of their own customers suspected that the representative with whom they interacted the first week of lockdown wasn’t working at the clients’ locations.

We’ve been in the business of staffing customer service needs for more than 40 years. We understand completely what it takes to be an exceptional CSR or call center rep and we have both a deep and wide talent pool of terrific individuals looking for this kind of work.

Contact Helpmates for more information on how we can perform recruit CSR and call center representatives for you.

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