Telemarketing's Labor Puzzle (1,501 words)
This exercise serves two important functions. First, you'll be building a proven profile of the kinds of people who work well within your calling application and your company environment, so you can look for similar applicants. Second, you'll get to know your reps, so you can motivate them even better. The extra attention will give them a sense that the organization cares about them, which encourages them to try harder and stay in the job longer.
SEARCH & RECRUIT TACTICS
So where do you look for more of the same great phone reps? Call center employee referral programs work well when you (1) identify to your reps up front the specific skills and abilities you seek and (2) offer greater rewards on the back end only for those recruits who actually work out in the job. Without this extra effort, you may be rewarding mediocre reps for bringing in mediocre reps.
Front-line supervisors and managers should be the backbone of your recruiting effort. These key individuals should be trained, encouraged and compensated for recruiting all the time, everywhere they go. To this end, they should all have business cards to hand out with your recruitment line telephone number hand-written on the back of the card.
Augment your management recruitment efforts with appropriate, creative print advertising that should be cycled and tested constantly. If your recruitment effort consists of the same two-inch column ad under the same "telemarketing" heading in the same newspaper every week, what you're really paying to advertise is: "We're always recruiting because we can't keep people!"
Test different ad sizes and graphics, including display ads. Try a "recognition" ad that profiles one of your top performers and why he or she loves her job. Place ads under different headings.
Non-traditional advertising can also bring in quality applicants at a lower cost. Consider bartering arrangements with local businesses. In exchange for distributing coupons for your local pizza parlor in employees' paychecks, for example, you can have your recruitment flyer distributed with every pizza.