Ah, we live in a world of emails and the Internet, and isnt it easier than having real-time conversations with people?

It may seem easier, but when it comes to recruiting, especially for call center positions, its absolutely essential to screen candidates by phone.

Why?

We need to hear their voices, because what we hear is what we get. Were not hiring resumes; were hiring communicators.

Specifically, telephone screening accomplishes these crucial things:

(1) We can scope out the basic pleasantness or unpleasantness of their voices. If you cant stand hearing that candidates voice, your customers will probably have the same reaction.

(2) We can challenge them by asking questions about their capabilities, experience, and other job related factors. If they hesitate or freeze up, guess what theyre going to do when customers are on the line.

(3) If they have sold before, by phone, we can ask them to role-play their last script with us. This will enable us to hear if that sort of selling style is compatible with ours, and whether they were scripted, at all. If they say they just improvised, you have a chance to tell them theyll be using a script at your company. Can they handle that?

(4) You can discuss the pay plan, and you should do so. Whether its good, bad, or indifferent, it is a crucial factor. If they wont or cant work for the dollars youre providing, or under a commission plan, screen them out, now.

(5) Any anomalies in their resumes can be covered and clarified right away, without wasting time with an interview.

The ONLY factor is whether theyre good on the phone, if it is a phone job.

Therefore, can you believe how stupid it is for recruiters to staff call centers by insisting there be No phone calls, please!

Well, thats what you get when you delegate a phone task to a non-phone person!