How to Make Your Next Call Center Representative Hire

Get data-driven information to help guide you through the hiring process. Then, when you’re ready, post your job to SimplyHired and reach top candidates from all across the web.

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Last updated at 09-14-2020 13:46:29

Overview

Methodology

More than 13,511 companies advertise 96,804 Call Center Representative jobs on SimplyHired and its partner sites each year. After analyzing job postings and salary information from these companies, as well as direct job seeker feedback, we’ve compiled a list of insights to show you how to attract and hire your next Call Center Representative most efficiently.

Hiring Process

In the past quarter, we’ve seen 28,711 job posts from 6,439 employers in the United States. This is a increase of 31.8% compared to the previous quarter. On average, there are 219 Call Center Representative job seekers for every active Call Center Representative job, which shows that it is an employer's market.

Writing a Job Description

In the past quarter, Customer Service Representative, Call Center Representative, Receptionist, Warehouse Worker, Administrative Assistant, Front Desk Agent, Retail Sales Associate, Delivery Driver, Sales Representative, and Medical Receptionist seem to be the most sought after jobs amongst the Call Center Representative candidates in the United States. This differs from the last six quarters, where the most popular titles were: Customer Service Representative, Call Center Representative, Receptionist, Administrative Assistant, Front Desk Agent, Retail Sales Associate, Warehouse Worker, Delivery Driver, Sales Representative, and Sales Associate. If you use one of these currently popular titles in the job description, you'll likely be able to attract a lot more candidates to apply.

For the Call Center Representative candidates who are actively applying to jobs in this same period, we see that 17.8% of the active Call Center Representative candidates have less than 3 years of experience, 24.7% have between 3-5 years of experience, 28.1% have 6-10 years of experience, and 29.4% have over 10 years of experience. The average years of experience has shifted from an estimated 6.7 years to 6.6 years. If you're posting a job in today's market, expect candidates with about the same experience level to apply to your job compared to the last 2 quarters.

In the previous quarter, the most popular skills that employers are looking for include customer service, communication skills, computer skills, Microsoft Office, Microsoft Excel, bilingualism, Spanish, sales, English, and typing. Demand for writing skills, windows, computer literacy, inside sales, Microsoft Powerpoint, crm software, English, Microsoft Excel, conflict management, and medical office experience has significantly increased. If you are looking for a Call Center Representative with a similar skill set, be sure to follow industry best practices in skill requirements.

Job posts with salary information received about 1.9 as many applies as those without it. In the past quarter, less than 40.8% of the job posts displayed salary information. By adding salary information to your job posting, you could potentially increase the number of applicants by approximately 90.0%.

Example Call Center Representative responsibilities

  • Scheduling meetings and appointments over the phone
  • Acting as an expert in the company, conveying information to customers
  • Answering questions and providing information to customers, including collecting information on potential clients
  • Managing call flow
  • Dealing with customer complaints

Recruiting

Active Recruiting

When reaching out to candidates, it’s best to understand where to look. We’ve identified hiring trends in states as well as companies regularly hiring for Call Center Representative positions. This should provide a good place to start looking for qualified candidates. According to our data in the last quarter: Florida, Texas, California, Arizona, and Georgia are the states that have the highest demand for Call Center Representatives. Florida, Texas, California, Georgia, and Arizona are where most job seekers are searching for Call Center Representative jobs. If we look at the Call Center Representative to job ratio, New Hampshire, South Dakota, Utah, Wyoming, and Montana have the lowest number of Call Center Representative applicants per job. Hawaii, Mississippi, Louisiana, North Carolina, and Georgia have the most active Call Center Representative job seekers per job.

Passive Recruiting

While actively recruiting candidates for your role, you should also post your job to SimplyHired. By posting for free and paying only for the qualified applicants you want, your post will automatically go to a network of job boards to reach millions of qualified candidates. With SimplyHired, it doesn’t end with the post. You can track your applicants throughout the hiring process with our simple and easy to use Applicant Tracking System (ATS).

Review Candidates

In the last quarter, we estimate there are 6,242,308 job seekers interested in Call Center Representative opportunities in the United States. That’s a 38.8% increase compared to the previous quarter with 4,523,072 active job seekers. Around 17.8% of the active Call Center Representative candidates have less than 3 years of experience, over 24.7% have between 3-5 years of experience, 28.1% have 6-10 years of experience, and 29.4% have over 10 years of experience. The average experience level of the available Call Center Representative candidates is 6.6 years. Active candidates in the Call Center Representative profession most commonly have high school diplomas, followed by associate's degrees, bachelor's degrees, and master's degrees. When setting education requirements for your position, aligning with the industry standard makes it easier to find potential candidates. Application rates indicate that Call Center Representative candidates are likely experiencing a market in which applicants have less negotiating power. From an employer perspective, you'll have a greater selection of candidates to choose from and may want to invest in automated screening tools.

Interviewing Candidates

Interview Process

*Self-reported data collected from 27,926 Call Center Representatives from 1/1/2020 to 6/30/2020, via online employer reviews for companies including Teleperformance, Alorica, iQor, Conduent, Concentrix, Sitel, Sykes Enterprises, Incorporated, Maximus, AT&T, and DialAmerica.

After analyzing post-interview data from Call Center Representative candidates in the last 6 months, we see more than 47.4% of the candidates self-reported being hired within 1 to 2 days. Around 88.4% of the candidates for this job reported being hired within 2 weeks. If your process takes longer than 2 weeks in the recent market, you'll likely lose these candidates to other employers. Most of the Call Center Representative candidates are expecting a on-site interview, phone call/screening, written test, and group interview. Most employers do not require a background check, presentation, or drug test. If you are trying to hire your next Call Center Representative quickly, consider simplifying and streamlining the hiring process. As for the interview experience, more than 63.9% of the candidates had a good or great interview experience, and more than 46% of the candidates thought that the interview leaned more towards easy.

Example Interview Questions

  • What could you contribute to this company?
  • How do you deal with difficult customer situations?
  • How do you deal with angry customers?
  • How well do you work under pressure?
  • Why should I hire you instead of someone else?

Final Review and Offer

Reference Check

Checking references is a quick and easy way to check for any red flags that didn’t arise to this point in the hiring process. Great insights can be provided by former colleagues and employers.

Crafting an Offer: Salary and Benefits

The average Call Center Representative salary offered by employers increased for 3 out of 6 consecutive quarters in the United States. In the last quarter, we see a increase of 3% from $35,414.34 to $36,554.15 compared to the quarter before, which is on par with the past 6 quarters. For Call Center Representative positions, the most common benefits job seekers reported being offered by employers include: healthcare insurance by 55.0%, paid time off by 50.8%, dental insurance by 48.7%, vision insurance by 44.7%, a 401k plan by 42.4%, discounts by 28.7%, and stock options/grants by 8.0%. While still relatively rare, more and more employers now offer flexibility benefits, including location variety, fully remote, maternity leave, flexible working hours, somewhat remote, sabbaticals, mostly remote, and paternity leave, to attract and retain Call Center Representative candidates to their organization.

Background Check and Drug Test

According to self-reported job seeker feedback, 23.2% of the employers conducted a background check, and 11.3% of the employers conducted a drug test prior to the hiring of their Call Center Representative candidates.

Onboarding

When you’re ready to hire a Call Center Representative, SimplyHired is here to help with your next steps. Our Human Resources Information System (HRIS) provides onboarding tools and other essential HR tools. From document signing to time off tracking, our HRIS will help you seamlessly move a Call Center Representative candidate through the hiring and onboarding process.

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