We learned through the bad experience that it is relatively easy to give new employees the knowledge to handle calls in the call center. It is less easy to ensure that new employees have the skills to apply that knowledge.
And it's very difficult to teach people who have the right attitude. We need them to enjoy helping others-by being kind, considerate, a good listener and an effective problem solver. If you are looking for new employ screening then you can browse various online sources.
If a new employee does not have the right attitude, there is not much we can do, either as a supervisor or as a coach, to change that attitude.
As a result, many companies now screen potential employees for (A) their attitude. Common interview questions include:
"Describe a time when your work was criticized and how you handled it", "Do you prefer to work in a team or alone?" "Give me a specific example of a time when you have to adjust to a policy that you do not agree;" and "Describe a time when you face difficult situations with colleagues".
Job applicants to answer these questions will reflect their attitude towards criticism, teamwork, compliance, and conflict. This gives a good idea of the success of potential applicants on the job and in the organizational culture.