Because the best customer service people are hardly ever unemployed, if you want to find top performers the most effective ways are Employee referrals, and Field identification. Top performers know other top performers, so by having an excellent referral program you can easily attract a large number of recruits. Field identification is a more systematic, proactive and aggressive approach. Assessing customer service people can be difficult during interviews. An alternative assessment approach, which is clearly superior, is to assess them while they are working in their current job.
Top performers know other top performers.
Average talent is easy to find and recruit. Top talent is even easier to find because their performance causes them to be noticed and talked about. Top talent however is harder to convince because they have so many opportunities. Occasionally, as a result of being in high demand, they require higher pay. Top talent might generate anywhere from 50 percent to 10 times the revenue of average talent.