Of all the soft skills critical to achieving the right cultural fit in a candidate, communication ranks at or near the top of the list. Communication skills have become increasingly important due to a growing emphasis on team-based collaboration within companies.
You can best assess communication skills in a team interview setting, where you have the opportunity to directly observe how a person interacts within a group.
Pay attention to how a call center candidate relates to everyone they meet at your company, including receptionists and support staff.
- How articulate are they?
- How easily do they select the right words to use in answering questions?
- Does the candidate answer questions – or talk around them?
- Notice nonverbal and facial expressions as well. They can tell you a great deal about a person. For instance, do they naturally radiate sincerity and energy? Even though your customers may not actually see them, their nonverbal gestures contribute to their verbal skills and the overall impression they give.
- Do they show a genuine interest in the position and in your organization?
Questions to Ask
Use behavioral interview questions that center on a person’s real-life experience. They provide insight into general communication strengths, as well as how a candidate works under pressure and their work ethic.
Here are three questions to get you started:
- Give us an example of how you would explain a multistep process or new product to a prospective customer.
- Describe a customer service problem you had to face recently. How did you deal with it?
- Tell us about a time you did more than was required in your job.
Behavioral questions are designed to kick off a conversation, where you will take the lead, yet allow the candidate to do most of the talking. Your goal is to deep dive and continue asking follow-up questions until your entire team is satisfied with a response.
To learn more about assessing interpersonal skills, as well as sourcing the best candidates on the market, consider partnering with StaffMasters. Contact us today to learn more about temporary, temp-to-hire and direct hire recruitment strategies.