Hiring based on soft skills over hard measures

When it comes to hiring staff, qualifications should not be the only factor taken into consideration. Personality and attitude are just as important when it comes to selecting the right person for a role. Over my 18 years at Telnet, I have seen people from all walks of life and at vastly varied levels of education come through our doors looking for work. I have seen people that have been unemployed for years with no completed qualifications rise through the ranks due to exceptional performance and people with university degrees crumble after one day on the phones, I have also seen the reverse of this. I will say one thing the successful ones have all had in common, the right attitude and a personality that let them fit in with the team and handle the unique challenges that come with working in a contact centre.

Here we explore why personality and attitude is often more important than qualifications when hiring staff for the frontline of a contact centre:

  1. A Good Fit – Qualifications alone do not always guarantee that a candidate will fit in well with their colleagues or within your organisation’s culture. When recruiting, look out for someone who has the same values and beliefs as you, which can help foster a strong team dynamic.
  2. Problem-Solving Skills – Having great problem-solving skills is essential in any job role but having an aptitude for thinking outside of the box can make all the difference between success and failure. You want someone who can think on their feet and come up with creative solutions quickly – this type of skill set cannot be taught or acquired through qualifications alone!
  3. Communication Skills – Being able to communicate effectively both verbally and written is key in any job role, especially if you need someone who works closely with customers or other stakeholders such as suppliers etc. It’s also beneficial if they have good listening skills too so they understand what people are saying without jumping to conclusions!

4 Flexibility & Adaptability– The ability to adapt quickly to change is really important these days in order stay ahead of competitors in today’s ever-evolving market place; having flexible employees who are open minded enough to try new ideas means you don’t get caught napping by unexpected changes or challenges thrown at them!

Overall, while academic qualifications may give candidates an edge over others during recruitment process; employers should also take into account personality traits like empathy, communication skills, resilience etc., since these attributes are often far more valuable than hard measures such as experience or education level . After all, even highly qualified individuals can lack certain ‘soft skills’ needed for effective work performance which ultimately lead them towards being successful professionals.

Written by Sam Rae