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January
17th 2007
Getting Hired In Our Answering Service - Call Center
As a rep here in our main call center in Brooklyn, I get to
see the many people who come to our company looking for
employment.
It is amazing to see the
virtual parade of people all looking for employment, yet not
having even the basic skills.
Quite a few times potential reps are
brought over to my team's area where we have some extra
stations for typing and skills tests. I worked with our human
resource people on occasion and I can tell you point blank
that what people put on their resumes is more closely related
to fantasy world than reality. I remember once about 2
months ago I had the pleasure of looking at resumes to pick
those that have the basics on customer service and typing
skills before they get interviewed.
Typing to
start it off
The hiring process here is in layers,
and once people walk in the door it's test number one. That
test is typing and I'm here to tell you that it's really a
joke here in New York City. I'd say for every 4 resumes we
receive only 1 has true scores or info on them. All one has to
do is make a few calls, and so so many people walk in the door
just hoping to skate by.
I don't understand how anyone can walk
in a business and have on their resume that they type 93 words
a minute. After sitting down to the test them acting
stupid then saying things like " I didn't know there was
a test?" That means she/he will fail the typing test. I was
told only to tell the potential recruits that in the ad
(wherever they saw it) it plainly says must type a minimum of
60 wpm.
Try to
beat 4 wpm!!!!!
There is one lady who sat down, acted
dumb, had on her resume she typed over 90 words per minute and
then got 4 wpm on the test. Like - What? How the hell do you
get a score of four words a minute. A two finger typist could
do that easily. In fact the owner of our company named
Mike said that you have to try real hard to get 4 wpm.
It is evident that that lady did not
get the job. I have one even better at least on paper.
How about potential reps putting down that they have various
skills, like using a calculator! I saw it myself! What job in
the nation would hire an applicant who has such extraordinary
skills? I mean a calculator, wow.
People who
are the 'Pay Me Because I just Am Alive' people
There is a whole group of people out
there who for whatever reason think that they should be paid
just for existing. It's true and every answering service or
call center in the U.S. has seen it over and over.
A perfect example is when I was hired,
with my group were two what we call 'training professionals'.
These people do nothing but go from company to company to make
$ on training for a position, then quit. It is really
quite disgusting and to see such wastes of life walking around
with that 'pay me now attitude'.
Our own company changed our call
center policies because of the training pro's. Now we don't
even pay people to train unless they complete training. We
even have new people sign and notarize a document saying they
have read our company manual and understand that they will not
be paid if they do not complete training.
Does any of that matter? Nope, not at
all. The same people go to the Labor Dept. complaining that
they weren't paid for their 'work' which was breathing.
I have to admit that I get a kick out of these people. They
really crack me up. We even had a Labor Dept Investigator come
in once and was laughing with the boss when just such a person
wanted to be paid. I can see it like it was yesterday as the
boss shows the notary public document that the trainee signed,
the affirmations that she understood she would not get paid if
she doesn't complete training. Then the laughter - just
another training pro with no life and desperate to make our
large starting salary.
Not their
fault I guess
Working here is a pleasure so I don't
blame some of them for trying. I just think that it is a
complete waste of time to try to get a job where the
supervision is so close and training so detailed, that you can
see day one that scammers will not make it. These
people can be seen a mile away too.
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