Contact centers are people-focused businesses that often require mass recruiting initiatives to support aggressive timelines for ramping new programs. To support the initial and ongoing recruiting needs of the contact center, you need a laser-focused plan to ensure you’re recruiting the right contact center agents that can work under pressure, thrive in the business, and contribute positively to the company culture over the long term.

This blog post will outline essential steps to identifying and onboarding top talent for a contact center.

Conduct Job Analyses, Developing Position Profiles and Market Sourcing

Before recruitment begins, you’ll need to conduct a thorough job analysis and develop a comprehensive position profile. During this phase, newly created hiring profiles should detail the essential skills, qualifications, and key responsibilities for the role. Depending on the nature of the job, these requirements could include qualities such as excellent oral communication skills, strong problem-solving abilities, empathy, ability to multitask, and ability to tolerate stress. The hiring profile will guide the creation of interview questions, testing criteria, and job advertisements. It also ensures consistency across all recruitment channels, including job boards, internal postings, and university partnerships.

Effective market sourcing is also a must for effective recruitment. Collaboration between the workforce management and human resources departments will help ensure an adequate pipeline of qualified candidates. Multiple recruitment channels should be used, such as:

• Employee referral programs
• Dedicated Careers page with application forms on your company website
• Social media ads (Instagram, Facebook, TikTok, LinkedIn)
• Promoted job fairs
• Postings at local colleges and universities
• Local media awareness (newspapers and radio)
• Staffing agencies
• Job boards and career sites such as Indeed, Monster, Career Builder and Glassdoor

Using multiple channels ensures that you connect with both active job seekers and passive candidates.

Accurately Provide the Pros and Cons of the Job

One of the best ways to ensure long-term retention is by offering a realistic job preview. This could take the form of a recorded call simulation, a day-in-the-life video showcasing actual job responsibilities, and a short role-play exercise during the interview. Giving candidates a clear picture of their daily tasks helps set realistic expectations and reduces early attrition.

Keep in mind that job seekers are more likely to apply if they see a clear career path. Highlight training programs, internal promotions, and skill development initiatives in your recruitment materials. Provide structured onboarding programs to help new hires feel confident and supported from day one. Continuous coaching and mentoring programs can further enhance retention.

Administer Screening Tests for Contact Center Agents

Once a candidate passes the initial screening, they should complete a series of assessments to determine their suitability for the role. These screening tests add a level of objectivity to the process and are designed to evaluate various competencies, including technical skills, customer service aptitude, and problem-solving abilities.

Common screening tests include:

• Psychometric Testing – Measures cognitive abilities and personality traits
• Aptitude Tests – Assesses essential contact center skills
• Typing Speed and Accuracy Tests – As required for chat-based roles
• Simulation Exercises – A contact center simulator that evaluates real-time performance
• Team Leader and Management Testing – Evaluates leadership and managerial potential
• Computer literacy, cognitive skills, customer focus, and listening skills tests

These tests provide valuable insights into a candidate’s strengths, potential for growth, and overall reliability.

Conduct On-Site Behavioral Interviews for Prospective Contact Center Agents

All interviewers, including recruiters and hiring managers, should be trained in behavioral interviewing techniques. While technical training can be provided, soft skills like communication, empathy, and adaptability are harder to teach. During interviews, use behavioral and situational questions to gauge a candidate’s ability to handle difficult customers or multitask. For example, “Tell me about a time you had to deal with a difficult issue in your life” or “How do you stay calm when dealing in a fast-paced environment?”

Conduct Background Checks and Verification

To maintain a high level of integrity and compliance, all selected candidates should undergo a thorough background check. This process includes:

• Verification of education credentials
• Reference checks with former employers
• Criminal background check
• OFAC (Office of Foreign Assets Control) name search verification
• Credit check and drug test (if required by the client)

By performing these checks, you can mitigate hiring risks and ensure that candidates meet all legal and compliance requirements.

Gather Feedback and Adapt Recruiting Efforts

Continuous improvement is key in recruitment. Gather feedback from new hires about their recruitment and onboarding experience, from hiring managers on candidate quality and fit, and from existing employees on what attracted them to the company. Use this feedback to refine job descriptions, recruitment processes, and employer branding strategies.

Recruitment doesn’t end once an agent is hired. Post-hire assessments are crucial to measure how new hires perform against initial recruiting criteria. These assessments should include:

• In-process testing – Includes role-playing, case studies, and real-time observation during training.
• Final performance evaluation – Measures trainees’ adherence to contact center quality standards before they begin taking live calls.

All contact center agents should meet a specific performance benchmark before working independently. If a trainee falls short, create a personalized development plan to address skill gaps. This plan may include additional training sessions, one-on-one coaching, and job shadowing with experienced agents. Retest after remedial training to ensure the agent is fully prepared for their role.

Once contact center agents have been fully onboarded, maintain high performance levels through continuous evaluation and development. Regular performance reviews, coaching sessions, and refresher training help agents stay engaged and improve their skills over time.

Recruiting the best contact center agents requires a structured approach that includes job analysis, market sourcing, robust screening, and thorough assessments. By implementing a well-defined recruitment process, organizations can ensure they hire top-tier talent capable of delivering exceptional customer service. A combination of behavioral interviews, skills testing, and background verification ensures that only the most qualified candidates join the team. Additionally, post-hire assessments and training validation play a key role in long-term success.

By following these best practices, contact centers can build a highly skilled, motivated, and customer-centric workforce that drives business success and enhances the overall customer experience. For more information on how Advensus recruits top contact center agents, contact us.