It's a well known fact. That first voice you hear
when you call a company sets the tone - makes the
first impression - and welcomes the caller. Few will
argue that point.
Sadly, one of the most important and overlooked
techniques for hiring people who are going to be
answering the phones for your company is not done
as often as it should be. And that is - to interview
them by phone first. That's right. If you're
interviewing for someone to handle your calls, have
them call you and talk with them BEFORE you bring
them in to the office to do the interview. This is
exactly what Verbatim do in their interview process.
A good way to start is simply: "Tell me about
yourself." If the applicants have any difficulty talking
about the one topic they should know the most
about, how will they be able to talk about your
company? And answer questions about it effectively?
Be on the look out for those who only answer your
questions with one word answers... like "YES"
or "NO."
One-word answers are considered cold and
unfriendly. And listen to hear the tone of their voice.
You, as owners and managers, know you can hear a
smile. Is it there? Because if it's not there at this
point, chances are, it never will be. The old adage
about first impressions is so true, especially in the
interview.
You'd be much better with an over enthusiastic
individual and ask them to "tone down" than to have
a mild, unenthusiastic person who needs to
be "turned up." Tell them at the time of your phone
interview to be the best they can be, because this
will determine if they get a second, personal
interview. Since the job is that of primarily being on
the phone, it's an excellent way to "test" a
candidate.
Don't be surprised or disappointed if you run through
several before one comes up that will have the
credentials you need. Just keep at it. Don't lower
your standards just because you're busy. Once you
do, the competition has an edge over you.
After they have passed the initial screening, what
Telephone Doctor calls the "smile test," then you can
ask them to come in for further interviewing. At that
point, you can give them the other important skill
testing you need to do. Remember, most of the calls
they will be taking are from people who will never see
them. And while I am not advocating hiring those
that look like bag ladies, what I mean is we don't
need a movie star in that position. However, you do
need a clean, well-kept person who has a great smile
and great attitude.
Unfortunately, not everyone is a good candidate for
answering phones. Please don't just hire someone, sit
them in an area with the phones, and tell them, "OK,
now be nice." They will need to know how you want
it done. Answering phones is an art and a science.
Carefully consider the following: How do you want
your phones to be answered? Company name only?
What about a "GOOD MORNING" or "THANKS FOR
CALLING?" How about using the name of the person
who answers the phone? There are things to be
considered. Is there a company standard? How are
calls transferred? Is voice mail an option? Are all
employees well trained on the system?
Telephone skills training should not be ignored. And
yet, it is. Unfortunately, this position is usually a
lower paid position. It shouldn't be. Employ people
with good work ethics... with a happy attitude... and
pay them well. It will be well worth it for you and
your company.
You can always outsource this function to Verbatim,
the professional telephone reception service for a
fraction of the cost of employing someone. Download
their free guide to outsourcing now using the link at
the top of the panel on the right or request a copy
via email from freeguide@verbatim-cc.co.uk
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