Walk through the process of hiring an agent-from the preparation of a job description to the validation of your hiring choice. The consequences of hiring the wrong person as an agent are serious-for you, for the center, and for the person you hire. The article shows you how to translate strategic goals and critical success factors into job descriptions. It helps you understand the unique mix of knowledge, skills and attributes that would make agents successful in your center. And it helps you prioritize your hiring needs using a selection criteria matrix.

The author suggests that you align performance management and compensation with the hiring process so that-once you find Mr. or Ms. Right-you can compensate and reward them for the same reasons you hired them.

Hiring the best has a big pay-off. Agents will understand what management expects of them and they will be willing and well-prepared to serve customers, enhance profitability and add value to your company.