Hiring experienced call center agents seems like a no-brainer, right? They’ve already learned the ropes at another center, so they should be a perfect fit. But what if I told you that might not be the best move?
Future Perfect analyzed BUPLAS English pass rates across four large employers and found that shifters—people looking to move from another center—underperformed all other candidate categories with no call center experience. All others had a pass rate and hiring percentage of over 66%, while the shifters barely scraped 50%. This surprising result begs the question: Are experienced agents really the best choice for your team?
Adapting to new environments and meeting the specific language and communication standards of a different call center are just few of the sited struggles experienced agents or “shifters” may have. Their previous experience can sometimes lead to complacency or resistance to new training methods. Meanwhile, fresh candidates or those with diverse backgrounds might be more open to learning and adapting, making them better long-term investments.
So, what should recruiters do? Ignoring experienced candidates altogether isn’t practical, especially when they make up over two-thirds of the candidate pool. However, you can take proactive steps to improve their success rates. Consider providing targeted communication training to brush up their English and boost your hiring stats. By investing in some initial training, you can transform these shifters into high-performing assets for your team.
Think about it—how many times have you had to unlearn a habit? It’s tough! Now imagine these experienced agents with their own set ways of handling calls. A little bit of refresher training can work wonders in aligning them with your company’s standards.
A recruiter from one of our partner companies shared, “We noticed a significant improvement in our hiring success rate when we started offering a week-long refresher course for experienced agents. It not only boosted their confidence but also aligned their skills with our company’s specific needs.” This kind of feedback highlights the importance of not just hiring but also nurturing your hires to fit into your company’s ecosystem.
Additionally, focusing on creating a robust onboarding program can make a significant difference. Experienced agents need to feel integrated into your company’s culture and aligned with its standards. A supportive onboarding process can help them adjust more quickly and effectively.
Ultimately, while experienced call center agents come with their own set of challenges, with the right approach, you can turn these candidates into some of your most effective team members. The key lies in understanding the data, being prepared to offer additional support, and ensuring your hiring process is flexible enough to accommodate various types of candidates.
Remember, the goal is to build a team that not only meets your current needs but also grows and evolves with your company. By rethinking your hiring strategy and offering the necessary support, you can ensure a more dynamic and capable workforce.
