Business Review

Emotionally intelligent employees of call centers are capable of forming strong relationships because they can communicate effectively and are able to adapt to stressful situations. EQ can also be strengthened and developed over time, so the industry of call centers would be well served with EQ scores. HR managers must use and integrate these instruments into their standards of selection and development. Planning for succession of senior leaders is essential to the success of a call center, and selecting the right candidate to hire or promote becomes easier. In addition, EQ can identify individual strengths and weaknesses, so that training and coaching can be designed to develop skills that contribute to the future management team.

Efficient handling of calls may be one of the main tasks of the agents call center. However, this includes the ability to listen, to build a relationship with a client, engage in dialogue and solve problems. The ability to manage the odd hours and work pressures, are areas where candidates need to excel and not be diverted because of situations of emotional stress. Issues of self-control, self-esteem and self-motivation areas are related to emotional intelligence. Identification and increasing effectiveness of these skills is essential. When agents call centers, supervisors and managers can be shaped to EQ it is easier for HR managers to identify, coach and develop “stars”.
Attrition rates are also significantly decreased in call centers that provide an EQ assessment as part of their recruitment process. In addition, call centers do not have to worry about hiring the wrong candidate, resulting in significant savings. Added pressure from clients to reduce recruitment costs by exploring the application of EQ assessment has gained momentum in the industry.