Q: How do call centers pick their employees?

A: This is a question from Rhodney, another one of our readers. The question was originally posted on a job hunting tip article. Although an answer was already sent to Rhodney, some readers might also want to know the answer to this question.

Call centers are just like other companies when it comes to recruitment and screening. That means that each call center would have its own set of screening procedures and steps. In general though, call center applicants usually pass through a series of interviews and exams too.

Based on my experience the tests that you would have to watch out for in call centers are those that measure aptitude in oral and written English. These tests are above basic levels and may be more difficult than common English aptitude exams.

Aside from challenging English tests, applicants may, at some point in the screening process, have to undergo a practical exam. The common scenario is that an applicant gets a call from someone in the company posing as a client. A recruitment specialist then determines how well an applicant handles the call. If you are applying for a trainer position, you will be asked to demonstrate your skills as a speaker and as a trainer in a demo class.

The reason why call centers hire only a few from hundreds of applicants is because they really have very high standards. Some call centers in Cebu and Manila may require applicants to have nearly perfect diction and grammar. This is because many clients who call these call centers also expect the people who respond to their calls to have diction that is similar to theirs and to have excellent grammar. Of course, clients also expect call center agents to deliver good and efficient service.

This is not a comprehensive guide to call center recruitment procedures. I’ll try to find time to ask a real expert to post an insider’s account of what else applicants should expect during call center applicant screenings.