How to find agents for a call centre and customer support
Calls or chat: what changes the requirements
An agent who takes phone calls and an agent who answers in messengers need different skills. The first has clear diction, a calm voice and can hold a conversation. The second writes quickly and correctly, switches between several chats and does not lose the point of the enquiry. So first decide where your customers come from, and only then look for a person.
For phone work see the call centre agent, for text communication the chat agent.
What the person will actually do also matters. An inbound line means answering enquiries: advice, orders, complaints. Outbound means cold and warm calls for sales or surveys, and here the person must handle refusals. Support requires knowing the product and finding answers in a knowledge base quickly. Describe your format, otherwise candidates with different expectations will reply.
What to put in the vacancy
- Type of work — inbound, outbound, technical support, chat or email.
- Product — what customers ask, how complex the information is.
- Schedule — shifts, hours, nights, weekends, whether you can work from home.
- Skills — pronunciation, typing speed, CRM knowledge, languages.
- Pay — salary, performance bonus, incentives, payment dates.
- Training — whether there is an induction course, how long it lasts and whether it is paid.
- Place — an office in the city or remote; internet and a headset are needed.
Example request: “An online store in Sydney is looking for a chat agent on 2/2 shifts from 10:00 to 18:00, remote. Replying to customers on WhatsApp and on the website, fast typing, good English and the local language. 3 days of training, pay is a salary plus a bonus. Start from Monday.”
Also write how soon you need results: on the line in a week or after two weeks of training. This helps candidates judge whether they can fit your schedule.
On technical requirements: for working from home a person needs a computer, stable internet, a headset and a quiet room, so say directly what you provide and what the candidate must have. Clarify whether calls are recorded for quality control, and whether there are daily targets and performance bonuses. Honest terms reduce turnover: agents who leave in the second week are most often disappointed not by the work but by unexpected rules.
How to search on BlaBlaPrice
You describe the vacancy in one request and candidates reply in the chat: they tell you about experience, when they can start and what pay would suit them. First the request is checked for advertising and nonsense, and you are told what else to add. Contacts are hidden, and you show them only to the person you choose. The whole scheme is on the “How it works” page.
How to pick the best
For chat, offer a trial task: answer two or three typical enquiries. For phone work, have a short conversation and judge the voice and the ability to listen. Ask how many calls or chats a day the person handled before, and how they react to complaints. If the work is remote, check that the candidate has stable internet and a quiet place. For outbound calls, find out how the person feels about a bonus scheme.
If you are looking for a call centre job
If you are looking for work, register on BlaBlaPrice as a service provider, choose this category and your region, and employers’ vacancies will come to you to answer. An employer can create a request right away.
