Human Resource Management in a Call Center

For any organization, recruitment refers to attracting high-quality applicants who will be suitable for the position that needs filling. Poor recruitment can lead to few options for employees and may result in employees being selected because they are ‘good enough’ as opposed to being a good fit for their role. Thus, poor recruiting leads to the hiring of applicants who are ill-suited for the role, many of which will either perform badly or will leave the business, creating a gap that needs to be filled. As such, poor recruitment plays a strong role in the turnover of staff, and organizations need to focus on the development of good recruiting strategies to decrease the prevalence of this (McCulloch, 2008). One approach to the recruitment and selection of staff members for a call center is the use of referrals. Referrals are a form of personnel recruitment, where potential employees find out about the position through other people. The advantage of this approach is that it acts as prescreening, and the recruits tend to be more qualified because referrers only pursue those who are likely to be a good fit for the job. A second advantage is that the applicants obtain interactive knowledge about the job, and are able to ask questions and find out whether they would be suited to the position. This means that the applicant has a better idea of what the job will entail, and how they will fit into it (McCulloch, 2008). Although referrals have many benefits as a recruitment approach, there are also some disadvantages. The most significant disadvantages are that any form of personal recruitment is slow. This approach is unable to bring in many recruits at a time, and this can be detrimental if the organization is trying to fill a position immediately. Because of this, many businesses focus on using referrals in addition to impersonal recruitment strategies (McCulloch, 2008). This ensures that a sufficient number of people are recruited and that some of these are of high quality. The selection of employees for a call center involves the evaluation of the skills that the individual has, as well as their characteristics. Employing a person based on their skills alone is risky in any industry, but this is particularly true in call centers. This is because the job tends to be very repetitive, requires a large amount of patience and can be highly stressful. As a result, some of the characteristics that employers look for include good communication skills, the ability to understand and emphasize with customers (Braimah, 2009) and having a high tolerance for stress.