The Pros and Cons of Hiring College Students as Call Center Agents
With summer fast approaching, many college students will re-enter the workforce. Contact centers, especially those that struggle with attrition year round, will suddenly have more applicants. Should they be eager to embrace the college crowd? Here are some of the pros and cons of hiring college students as call center agents.
You don’t need a college degree to be a call center agent, making the position ideal for students – especially those studying business that would gain experience dealing with customer service issues and challenges.
Con: How long will they stay?
No call center wants to train a student to become a reliable agent, and then have him or her quit to return to school for the fall semester. Call centers using a workforce optimization solution will be better suited to accommodate flexible schedules, and might be able to keep those students if they can work shifts around their class schedules.
Pro: Part-time preferred
Some call centers have shifts that are best filled with part-time staff. Many college students are only seeking part-time employment, as they have other interests and may be taking a summer school course or two. They’ll also be content with the compensation, as they don’t have to find a job that must support a family.
Con: Lack of professional experience
Contact center agents represent your company to your customers – and they might be responsible for a positive or negative first impression. You may prefer someone with more experience and maturity in that role.
Pro: They get technology
College students have grown up with computers, so they will acclimate more quickly to whatever software you are running that provides client data and other important information.
Con: Unwelcome networking
You might bring in a student who takes the job just to gain access to those who might hire him in an executive position after graduation. There is nothing inherently wrong with this, but all that networking might draw his focus away from the actual job at hand. Call center agents are not interns who are only there for on-the-job training – they perform a vital function that requires their full attention.
Have you hired college students as agents at your call center? How did it work out? Let us know on our Facebook page
Four Unique Ideas for Improving Contact Center Efficiency
The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time
Boost Performance Management Results With a Monthly Challenge
There are countless ways to motivate agents and other employees into improving performance. Most contact centers have tried the obvious