Part of the changes in recruiting can be traced to changes in technology and the perception of call centers. As technology raises the bar of what call centers can do, agents need to be prepared to improve their skill sets. Computer telephony, for example, makes it possible for agents at some call centers to communicate with customers by e-mail, fax or voice through the computer rather than the phone. In addition, educators such as Jon Anton of Purdue University are beginning to encourage college graduates to do stints in call centers. The idea is to pursue entry-level positions at their dream companies by working for six months in a call center.
Consultants sometimes play a role in staffing call centers, too.
Gary Jewett, vice president of Sales Consultants of Scottsdale Inc., recruits people for a living.