Challenges in Hiring for Contact Center Work

This blog post is adapted from the authors’ contribution of Chapter 7 – “How to Measure Contact Center Skills Using Multimedia Simulations” – in Simulations for Personnel Selection published by Springer

In our previous blog posts we talked about why do contact centers work hard and compentencies critical to contact center employee success. In today’s blog post we will be discussing the challengs in hiring work for your contact centers. 

Large companies frequently rely on contact centers to address consumer demand for quick, efficient access to information, problem solving, and to communicate the value of new products or services. However, it can be difficult to find the right fit for these important customer-facing jobs. In fact, recruiting and screening are two major challenges associated with hiring and retaining contact center representatives.

Recruiting an adequate supply of well-qualified candidates is critical to hiring the right people. Implementing strategically driven processes to sustain a steady supply of contact center talent is like taking out an insurance policy on the center’s future. Unfortunately, many contact centers seem to favor a just-in-time approach in which a pool of “replacements” is identified quickly.


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