An In-Depth Look at Call Center Specialists

by Modis on October 26, 2015

call center specialistsCall Center Specialists are often the front lines to your organization—and they’re usually navigating some very challenging terrain. They’re the ones dealing with difficult customer requests, IT fire drills, down systems, security breaches and everything in between. They need to have technical expertise, impeccable interpersonal skills and an ability to problem-solve.

Don’t take this role for granted. Talented Call Center Specialists are few and far between. According to recent data from LinkedIn, there are 17,400 professionals on LinkedIn, but only 1,100 graduates who joined the work force within the last three years. Moreover, 76% of Call Center Specialists are managers or above—meaning that there are comparatively fewer people fighting fire drills on the ground. Even more challenging? LinkedIn says that only 8% of Call Center Specialists switched jobs within the past year, meaning that experienced specialists are tough to find.

Here are some tips for hiring in this tough landscape:

Fight Hard to Attract Talent

Competition for call center talent is highest in New York City, Chicago, Phoenix, Boston and The San Francisco Bay Area—all thriving business hubs. Meanwhile, fewer than 1,000 professionals self-identify as “Call Center Specialists” in these cities.

If you’re recruiting Call Center Specialists, you need to make a strong impression as an amazing employer. Provide career advancement and learning opportunities. Pay competitively, because 72% of surveyed call center specialists in LinkedIn’s survey say that compensation is the most important factor for accepting a job.

Enable Flexibility

Call Center Specialists have tough roles, often navigating stressful situations and spending hours each day on the phone. That’s likely why 64% of respondents in LinkedIn’s survey ranked work/life balance as the most important factor when considering a job opportunity.

Consider building a remote work culture—working with talent where hiring competition is low, such as Dallas/Fort Worth, Atlanta and Los Angeles. Allow employees to work from the comfort of home and control their own schedules. With employees working in different time zones, this talent management dream can become a reality.

Be Selective

Despite the competition for Call Center Specialists, it’s important to be selective in your recruiting process. Each and every person who you bring on will be a key hire as a client-facing representative of your organization. This role needs to represent your company well.

Take your time in finding the ideal candidate to bring on. The extra time spent in your search will be worth it—far outweighing the risk of potential customer churn or technical down time due to a bad hire.

Hire based on the exact experience levels, backgrounds and personality traits that your company needs.

Come to the Table with your Most Competitive Offer

It’s difficult to ‘predict’ what a Call Center Specialist should earn, since experience levels and technical skills vary so drastically from person to person.

No matter the case, as an employer, you need to come forward with your best offer possible. Our 2016 Salary Guide is here to help. We’ve developed a comprehensive guide to help you develop your most competitive possible salary.

The answers to your biggest questions are here, so take a look. Rely on our data to come up with projections for key hires, next year. Rest assured that when you find that perfect candidate, he or she will jump to accept the job. Insight is the hiring edge that your company needs.

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