Finally, call manager can be prepared for her hiring role using several methods. First of all, she needs to pass at least introductory HR training. Secondly, she should develop criteria for selection and evaluation of employees (Bohlander & Snell, 2009), and thus prior to hiring process she should develop a portrait of a successful applicant. She will need to prepare most common problematic work situations and questions for interviews. It can be useful for the manager to contact other call center managers with significant experience, and research for the qualities of good customer service representatives and key features which should be analyzed in the biographies or tests of the applicants. In addition to this, call manager will need to identify whether other managers or employees will be cooperating closely with the customer support representatives in the working process, and involve these people into preparation for the recruitment process.
Bohlander, G. & Snell, S. (2009). Managing Human Resources. Cengage Learning.
Mathis, R.L. & Jackson, J.H. (2008). Human resource management. Cengage Learning.
Medina, R. (2006). Personnel & Human Resources Management. Rex Bookstore.
Rankin, N. (2003). IRS best practice in HR handbook. Butterworth-Heinemann.