Date Added: May 2009
Staffing a collection call centre, in a period of crisis, requires more than hiring the most qualified applicants. Collection managers must define a recruiting, hiring and staffing plan to meet inbound call service levels and maximize outbound calling during optimal customer contact times, usually on nights and weekends. Job candidates who have prior telephone job experience, especially in telemarketing or customer service, have proven to be successful collectors because of their skill sets and experience. Screening collectors through testing has proven to be a reliable tool to assist managers in the selection process. Staffing the call centre operation with the right balance between full time and part time collectors will assist in meeting department targets.