You see a lot of job ads in the newspaper and lo and behold it tells you a call center needs 100 and even 400 agents for a program.  The good thing is that it creates a lot of jobs for the unemployed market.  One of our avid readers have posted her issue with the recruitment process.

Pookey asks, “Why do they have to let applicants take those exams and yet they will fail them on the final interview?”

The tests that are conducted in a call center only focuses on the basic requirements that our clients look for.  Three to five tests will possibly measure the following:  listening skills, communication skills (written and verbal), general computer knowledge, personality profile, math and problem solving skills.  Now, depending on the account the center is looking for, there might be additional tests.

Now, for Pookey’s experience, the final interview might or more often than not, be the final one.  If this transpired right after the tests, then this is only the initial interview out of a series.  This is conducted by HR personnel to check the validity of your resume’, overall communications skills, comprehension, commitment, drive and they will determine if your profile is specifically for the program.

Let’s take for example a person who is being interviewed for a Customer Service position.  The expectation here is that the person has to have the personality and skill to cater to customer service.  If you present yourself in the interview as someone who may not be as flexible or know little about the program, then you will not be accepted.  Truth be told, this doesn’t mean that you don’t have the makings of an agent.  It might just mean you need to get into another program.

Don’t despair!  This is what I advice you to do:

1.  Ask questions and find out more about what program you are applying for.  This will help you in deciding whether you want to pursue your application or perhaps ask to be moved to another one that fits your personality.

2.  If you’ve had call center training previously, make sure you have everything in your belt.  There are a lot of training centers out there but it isn’t enough.  Usually, the centers are affiliated with call centers and once you graduate, can help you get a job easily.

3.  Talk to friends that are in the industry.  Ask them what call centers are looking and get more details about the job and even the recruitment process.

4.  Go to a headhunter instead of applying directly as a walk-in applicant.  Your chances of getting the job will be greater.  They normally only conduct interviews and will determine whether you are fit for the job.

Good luck!

Image courtesy of Staff Lines’ Flickr Photostream