There’s great debate among agents over this. You’ll find agents on both sides of the fence, and most who just don’t know.
From my perspective – for many reasons I won’t get into here – hiring no experience is the way to go. However, I also know that sometimes you just have to hire an experienced CSR.
When you do, don’t just throw that person into their role thinking they require no training.
This is the main reason experienced CSRs end up causing problems. They bring somebody else’s business philosophy with them … and potentially lots of bad habits.
So, here’s a little training program for your newly hired, experienced CSR to adopt “your way” of doing business. Do this first and they’ll be much more effective in their CSR role.
Start the new person out as the receptionist or admin assistant – just for a week. Here they’ll see your systems in action at their simplest level.
They’ll work from an Accountability Checklist and refer to procedures that explain how to do tasks.
They’ll learn your phone and visitor management systems. They’ll learn your tools and software by actually doing simple tasks.
Bonus: you’ll quickly identify a hiring mistake without disrupting your service team or client relationships. How?
If your new hire can’t function within your simplest of systems, they’re going to resist everything you do and try to do everything their way. Cut ‘em loose and try again.
After a week, move them into an assistant’s role for another week. Here they’ll get deeper into your organized processes and procedures and learn more tools, checklists and software.
At this level they’re learning how you separate duties and delegate work. They’re learning all the things they will NOT do as a CSR.
After a week (or two) as an assistant, they’re ready to move into their permanent CSR position. They know your tools and systems. They know your way of doing business – your policies and procedures. They know what the assistants do and what to delegate to them.
Now they can focus on client relationships … and do things “your way”.
Think this through and develop your training program. Trust me, it’s worth the small effort!
Make a difference, Be Unstoppable, Leave No Regrets