|
Help Desk Hiring Tips
by Donna Earl
With a robust economy fostering job
growth, many of you are struggling to hire enough competent personnel.
Face it, good candidates have more choices, especially for help desk
positions. "Help wanted, help desk" is a common help wanted
ad. Most organizations either have a help desk, call center, or are
increasing using telephony to answer customer inquiries and resolve
problems. Finding customer friendly, competent help for your help desk
will require time, persistence, and creativity.
•Think creatively to recruit help desk
candidates.
-Offer a bonus to employees who refer
eligible candidates.
-Contact college and universities.
Communications and broadcasting students have vocal and communication
skills training.
-Contact agencies who place physically
challenged workers. Often they have already trained candidates in
telemarketing/telephone service skills.
-Contact organizations which promote
older workers, part-time or job share working arrangements.
•Interview the candidates extensively
by phone. If your customer's impression of your organization depends on
help desk employees' phone skills, allow the candidate to first impress
you with his or her telephone skills.
•Help desk personnel have 100% turnover
per year. Keep recruiting, even when you have an employee for every
phone. Some employers find that older workers, part-time and job share
employees, and physically challenged candidates change jobs less
frequently.
•Train thoroughly. Remember my mantra
regarding training of knowledge and skills as essential. Changing an
employee's basic temperament is impossible.
•Call the help desk yourself and
monitor employee responses, phone etiquette, and effectiveness. Would
you want to do business with your own help desk?
•Provide continual feedback,
motivation, and support for help desk employees. They perform the
"emotional work" of handling customer frustration before
dealing with customer questions and problems.
**********************************************************************NOTE: Follow this link to submit
an article to Management In-Sight! newsletter@trainersdirect.com.
|
