Using telephone techniques effectively

Unlike what most people think, talking on the phone is not as easy as it looks. In a face-to-face conversation, words account for 7% of the message, tone of voice 34% and body language 59%. (read more)

Call centers: some tests recruiters will have you take

At Belron Canada, Martine Desjardins invites candidates to come in one at a time to apply by answering behavioural questions related to three key skills at Belron Canada: customer focus, focus on results and ability to work on a team. (read more)

 

Becoming the ideal candidate

We prefer someone who is not necessarily very knowledgeable, but who has interpersonal skills and knows how to sell him or herself, rather than the reverse. We value people skills over know-how. In customer service, people skills are linked to experience— the ability to persuade is acquired over time. (read more)