|
IPS began recruiting for call centres in the mid 1990's in response to the rapid
demand from our traditional insurance clients when they were establishing their
first customer service centres in the UK. Although IPS's early work was directed
at insurance call centres, as our expertise in recruiting for this sector has grown
we have broadened our client-base across all industries represented in the contact
centre field.
Contact Centre recruitment remains widely misunderstood, with a general perception
that anyone can work in the business. IPS strongly disputes this notion and believes
that the experience of customers has proved beyond doubt that the utmost care in
sourcing the right personnel is vital.
|
High quality staff will not only allow a contact centre to earn the approval and
loyalty of customers but help it become a powerful tool with which to grow the business.
As the industry has expanded, we have developed an increasingly sophisticated approach
to meeting the particular needs of both our clients and candidates in this field.
Our candidate screening process starts from the first moment they call us. Although
we endeavour to interview all candidates face to face, telephone screening has become
increasingly significant to the process. Initially we assess each applicant's general
suitability with particular attention to their quality, skill and motivation. Longer,
more detailed interviews are then conducted so that we may examine their telephone
ability, overall communication skills, customer focus and ability to work within
a busy team environment.
|
To ensure the most suitable match between candidate and client, we also have the
ability to conduct bespoke testing, clerical evaluations, role-play exercises and
case studies, as well as carrying out personality profiling. By monitoring and introducing
fresh initiatives in sourcing candidates, IPS has succeeded in creating the highly
efficient service and the positive results that our contact centre customers demand.
|