Where am I going to find the right people to staff the BDC?
Utilize free services such as Craigslist and posting on Facebook to get you started. You want to look for candidates who have had call center experience, preferably in selling. When interviewing these individuals, challenge the candidate with real-life situations and study their reactions. If they can’t handle the questions, they certainly won’t be able to handle those from customers. Personality is the most important key in a call center agent. Look for those who can break the ice and start a conversation naturally, as those are the ones that can help your customers over the phone. It’s good to send each candidate home with a script and inform them that any subsequent interviews will utilize that script. If they come back ready and have studied the script , they’re a potential candidate. This will also eliminate the short term employees and increase your retention rate. Lastly, look for left brained characteristics as they make the best call center agents. You could also conduct a personality test as part of your hiring process.