Customer service can feel like a thankless job.
Most agents have dealt with their fair share of negativity. From mild dissatisfaction to fraying tempers, they get it all. And they’re certainly not given the credit they deserve.
Because of that, high-quality candidates often don’t apply for these roles. But that doesn’t have to be the case.
Why talent is important in customer support
The current job market swings in favor of candidates, which
makes hiring harder than it used to be. But, believe it or not, high-quality talent exists in our industry.
It’s out there. And you don’t have to go out of your way to find it.
A recent McKinsey report suggests good talent is worth the wait. In certain roles, high-performing candidates are
800% more productive.
This is true across most industries. Whether you’re in customer service, hospitality, or law — talent is worth holding onto.
How to attract high-quality candidates
Attracting good candidates in the midst of the seemingly never-ending
talent war is hard.
There are so many factors outside of your control. But if you’re proactive, there are plenty of things you
can control.
Invest in talent
Sometimes, it’s not about attracting new candidates, it’s about investing in the people you have.
According to Gallup,
87% of Millennials state that career growth and development are important to them (as compared to 67% of non-millennials).
Offer talented employees learning opportunities, education, and the chance to advance their careers. They’ll feel more valued and they’ll be more loyal as a result.
Deliver a solid EVP
Your employee value proposition (EVP) lets employees know what they can expect from you in exchange for their skills and hard work.
According to Gartner, companies that deliver on their EVP decrease employee turnover by
69%.
To stand out from your competitors, show that you value your employees. Create a targeted EVP by finding out what your employees want. Then, figure out how to deliver that to them.
Put people first
Your employees don’t exist just to serve your company. They’re people with choices and possibilities to explore.
You don’t have to be
best friends, just show them the respect they deserve.
Invest in company culture and care about the people you work with. They’ll speak highly of your company in return, helping you to develop a reputation that attracts high-quality candidates.
Offer flexibility
89% of HR professionals surveyed by the Society of Human Resource Management (SHRM) report better retention rates from offering flexi-work options.
Not only that, but employees feel more
productive and satisfied as a result.
Show your employees you value them by valuing their personal lives. Advocate for a healthier work-life balance and put the ball in their court. You’ll be surprised how far a little trust can go.
Use your website
77% of job seekers look on a company’s website for open positions. Furthermore, those who apply via a company careers page are
23 times more likely to be hired.
If you’re only posting on job boards or on LinkedIn, it’s time you changed it up.
Make an engaging careers page that lets applicants know what they can expect as part of the team. Share your company’s culture, mission, and values, and let them know about growth opportunities.
Hires made this way will be more aligned with your company values. After all,
something drove them to check out your website in the first place.
Easy applications
58% of job seekers now look for jobs on their phones.
Despite this, many platforms have yet to adopt mobile responsive designs. This is off-putting to candidates and might lead to them giving up on their search in frustration.
Ensure your careers page and application forms are mobile-friendly. Aim for easy apply models that encourage candidates to apply on their phone, from wherever they are.
Be authentic
96% of job seekers say transparency is important in a company they work for.
Authenticity can make or break the chance at a high-quality hire.
Be clear and concise. Let applicants know what they’re walking into and what you’re about. If they know the deal, they’ll be able to make an informed decision for themselves.
Either way, you’ll have solidified your position as a transparent — and therefore trustworthy — company.
How to attract high-quality candidates
As big a problem as this is in the customer service field, we know it’s possible to fix it.
Facts and figures show that it can be done.
We’ve seen it happen ourselves. And we won’t stop until employees feel valued for who they are and what they do.
Attracting better candidates comes down to how you treat them and the opportunities you offer.
Whether you’re making the application process easier or offering work-from-home options, it all adds up.
