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B2B Telemarketing Recruiting Step 1: “The Resume”

Posted on Oct 1, 2009 by Sonya Lane, Vice President Human Resources

Hiring the “right” person for a B2B telemarketing position is a complex process, which includes detailed screening, multi-step interviewing and thorough testing. Although each step is important, the candidate’s resume – our first impression – is long lasting.

Through the years that I have been in the recruiting profession, I have screened over ten thousand candidates for various jobs. Prior to working for TeleNet, I screened for various jobs, ranging from Receptionist to Application Developer to Operations Management. Each position that I recruit for requires a specific set of skills and characteristics that will eventually match with the perfect candidate. When I joined TeleNet nine years ago, I was able to hone in on the specific skills and characteristics that were necessary for the positions that are represented in our contact center and other supporting departments. More specifically, the primary position in our call center, the Marketing Communications Specialist (MCS), requires a specific set of skills that must be demonstrated before an offer letter can be extended. When seeking MCSs, we want to find the most qualified human capital available. Even though the unemployment rates are high, the challenge in finding the “right” talent requires us to consider a number of candidates that must be reviewed, tested and interviewed. Before that can take place though, the resume or the proverbial first impression, has to be good enough to drive the process to the next step.

Whether written by someone else, or by the candidate, this document can be a stand-alone view to the potential success or failure of the candidate. In the resume review process, multiple observations are made to determine if the candidate is a potential win for TeleNet:

  • Is there an objective? If there is an objective, does it relate to the job at hand? I have seen multiple canned objectives that make the resume look more like a flyer to be posted on a bulletin board. Specific objectives get attention.
  • Is correct grammar and spelling consistent throughout? Generally, if there is a misspelled word in a resume, it is put to the side. This document, above all, should be immaculate.
  • Is it written in first person? Using “I” as the start of every position’s description, (i.e. “I made outbound calls”) quickly highlights the candidate’s lack of writing expertise.
  • Are gaps in employment explained? When appropriate, gaps should be explained on the resume (for instance, explaining a two-year gap was the result of school or a desire to be a stay-home mother for a period of time).

Observations, during the resume review, are what drive our interest (or lack of) in moving the candidate to the next step in the screening process. It takes time and scrutiny to review resumes, and honestly, most are put to the side. When it comes to seeking qualified human capital in a labor market that is overflowing with available talent, the main challenge comes down to finding the people who take extra time to meticulously present themselves well before even meeting the perspective employer.

Tagged: recruting b2b telemarketing, recruting b2b lead generation, recruiting telemarketing

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