The difference between a good customer experience and a great one often comes down to who you hire. In today’s market, hiring managers are under pressure to find professionals who are both tech-literate and emotionally intelligent, capable of handling complex conversations and multiple platforms with ease. That means rethinking what makes a candidate truly qualified and expanding your hiring lens to include traits such as emotional intelligence, adaptability, and cultural alignment. When you hire for potential and cultural fit, you create a team that grows with your business and delivers service that sets you apart.
Soft Skills
Top customer service professionals have well-developed soft skills. These are the interpersonal skills that help call center employees effectively manage their work and communicate with others. Soft skills are a general term to describe a person’s social attributes and personality traits. The most desirable soft skills are those that help employees be more effective in their call center roles.
- Communication
- Teamwork
- Problem-solving
- Time management
- Emotional intelligence
Tech Savvy
Modern call centers depend on a significant amount of technology. Top customer service candidates are well-versed in the technology commonly used in call centers. They will have experience working with CRM platforms, AI chatbots, and help desk software. In addition, great candidates can seamlessly transition between these multiple platforms to provide high-quality customer service to customers. In some call centers, employees also need to have data literacy. That way, they can successfully interpret customer feedback and behaviors.
Cultural Fit
Team morale is crucial to preventing burnout in a call center. Call center candidates who understand and embody company values make great hires. These customer service hires have a passion for creating a meaningful customer experience. Call center teams that take a collaborative approach deliver higher-quality service to callers. Team members are also able to learn from each other, improving everyone’s skill set.
Experience vs. Potential
While hiring for experience is a smart approach, it can also limit your potential candidate pool. Call center hires who have extensive experience will have an easier learning curve. They will already have an understanding of how a call center works, helping them to assimilate into a team faster.
Experience shouldn’t be a must when hiring, though. Sometimes it is better to hire for potential. A high-quality customer service hire could be new to call centers or looking for their first professional position. These individuals won’t have a lot of relevant experience. However, they may have several desirable skills that will help them be successful in a call center position. They could exhibit trainability and a growth mindset. Their commitment to the position and a desire to learn will help them excel quickly.
Make Great Customer Service Hires
Hiring managers have to look beyond the resumes when hiring for customer service in 2025. Great customer service hires will combine emotional intelligence, tech fluency, and a willingness to grow. Candidates who bring adaptability, emotional intelligence, and strong communication skills to the table are the ones who will thrive in modern call centers. By identifying candidates who align with your team’s values, adapt quickly, and embrace new tools, you’re not just filling seats—you’re investing in the future of your customer experience.
BOS Staffing connects you with standout talent who are ready to make an impact—let’s talk.
