(which means it also contains hints for you if you are the person being interviewed!)
Part 1
I'm a huge fan of the telephone interview. I've found it to be one of the best ways to make a quick assessment of a person's voice and skills in presenting themselves over the telephone. I recognize that incoming calls are time consuming, but resumes can be completely useless in judging a person's potential. If necessary, find some one who can telephone interview for you- either yourself or someone on your staff or you can outsource by using a specialist (usually a consultant/trainer) in this area.
Telephone interviewing allows you to hear how an applicant makes a cold call to sell a product they are very familiar with - themselves!
By using an experienced telemarketing professional to do your telephone interviewing, you can actually save time during the interview process. That's because you can eliminate many candidates simply by listening to how they present themselves. Nothing is more disheartening than to have read a great resume, called some one in for an interview and realize the candidate can't even sell himself.
What to Look and Ask for in the Telephone Interview
The first area I check for in a telephone interview is voice. I do this by actively listening during the conversation. Is it clear? Can you easily understand what they are saying to you? I find a voice does not have to be accent free to be successful- but they do need to be understood. An accent can actually work in their favor, as a way to differentiate between people who call. At the same time, the voice should be using correct grammar and syntax. After all, this person will be representing your company.
By using an experienced telemarketing professional to do your telephone interviewing, you can actually save time during the interview process. That's because you can eliminate many candidates simply by listening to how they present themselves. Nothing is more disheartening than to have read a great resume, called some one in for an interview and realize the candidate can't even sell himself.
What to Look and Ask for in the Telephone Interview
The first area I check for in a telephone interview is voice. I do this by actively listening during the conversation. Is it clear? Can you easily understand what they are saying to you? I find a voice does not have to be accent free to be successful- but they do need to be understood. An accent can actually work in their favor, as a way to differentiate between people who call. At the same time, the voice should be using correct grammar and syntax. After all, this person will be representing your company.
Another important point about voice: some people sound different over the telephone than in person. What you might hear and like about a voice during an in-person interview may sound very different during a telephone interview. Our society is a visual one. Most of our communication skills are non-verbal ones. As a result, when we converse face to face, we tend to overlook vocal nuances that may become magnified over the telephone. Since inside sales or customer service reps will be communicating without their non-verbal skills, you must pay increased emphasis on vocal impressions.
A vocal impression creates perceptions as to that person's education and status in life.
When we open our mouths and speak, we tell a great deal about ourselves regardless of the content of what we say. Our voice makes as much of an impression on others as does our appearance. Just as we would not go for a job interview in rumpled, stained clothing, voices should not give the impression of being rumpled and stained - carelessly put together with no thought as to how we may be regarded by others.
When listening for voice, I listen for pleasing tones and good diction. I do not want the "professional announcer" voice. Rather I am listening for a voice that is compelling but friendly. You want people to stop and listen to what your employees have to say. It is essential for any successful sales or service rep to create a positive vocal impression.
I take charge of the telephone interview. I ask for name and telephone number up-front. If the position requires previous experience, I ask about it next. I try to find out what appealed to them about the job and why they are looking for a position. I ask about previous job experience. For example, what specific companies did they work for-what did they do-and how long they were employed at each. I am not looking for a complete history at this point. Rather, I am getting a feel about what they've done and for how long. This helps to tell me whether I have a good fit, based on my employee profile and job description. I also like to find out previous salary if possible.
While I am talking and listening, I am judging the following:
Does this person converse easily?
Do words flow in a focused, purposeful manner?
Is the candidate willing to give you names of firms they worked for?
Does the candidate present himself in the most positive light?
Are they prepared to speak to you?
Do they demonstrate a positive, professional behavior or do they act as
though they would be doing you a great favor by working for you?
Is their voice easily understood? Do I have to ask them to repeat what they are telling me?
These factors will help you make an informed hiring decision.
(part 2 - coming next week)
When we open our mouths and speak, we tell a great deal about ourselves regardless of the content of what we say. Our voice makes as much of an impression on others as does our appearance. Just as we would not go for a job interview in rumpled, stained clothing, voices should not give the impression of being rumpled and stained - carelessly put together with no thought as to how we may be regarded by others.
When listening for voice, I listen for pleasing tones and good diction. I do not want the "professional announcer" voice. Rather I am listening for a voice that is compelling but friendly. You want people to stop and listen to what your employees have to say. It is essential for any successful sales or service rep to create a positive vocal impression.
I take charge of the telephone interview. I ask for name and telephone number up-front. If the position requires previous experience, I ask about it next. I try to find out what appealed to them about the job and why they are looking for a position. I ask about previous job experience. For example, what specific companies did they work for-what did they do-and how long they were employed at each. I am not looking for a complete history at this point. Rather, I am getting a feel about what they've done and for how long. This helps to tell me whether I have a good fit, based on my employee profile and job description. I also like to find out previous salary if possible.
While I am talking and listening, I am judging the following:
Does this person converse easily?
Do words flow in a focused, purposeful manner?
Is the candidate willing to give you names of firms they worked for?
Does the candidate present himself in the most positive light?
Are they prepared to speak to you?
Do they demonstrate a positive, professional behavior or do they act as
though they would be doing you a great favor by working for you?
Is their voice easily understood? Do I have to ask them to repeat what they are telling me?
These factors will help you make an informed hiring decision.
(part 2 - coming next week)
This all makes so much sense. If you're a hiring someone to work the phones, you're best interview would be over the phone. Having a professional do a pre-screening would seem to easily justify the cost in time savings of the current staff and management.
ReplyDeleteYes, particularly if your company is visable primarily through online or telephone presence. Anyone speaking on the phone creates the image of your company for that caller.
ReplyDelete