No fee until you make a hire · 100% contingency
How it worksCustomers judge a business by the person who answers the phone or the chat window. A rushed hire in that seat costs repeat business, and a short-staffed team burns out as the queue grows. We recruit customer service and call center staff for businesses that run their own support team or contact center.
Phone manner matters most in this work, so we test it on the screening call itself. We also ask about the call volume they are used to, the systems they know and how they cope with an angry caller. Our guide to writing a frontline job description helps you attract the right applicants, and our recruitment services handle what comes after.
Contingency Recruitment
You pay a recruitment fee only when a successful candidate is hired, subject to agreed terms.
Common customer service roles we fill, and what we check before a candidate reaches you.
Answer questions and solve problems by phone, email or chat. We listen for patience and clarity and ask which ticketing or CRM systems they have used.
Handle a steady stream of inbound or outbound calls. We ask about handle times, working from scripts and how they reset after a hard call.
Look after a set of accounts and solve more involved problems. We ask how they explain a billing or technical issue in plain words.
Coach agents, take escalations and watch the queue. We ask how they lifted an agent's quality scores and covered a gap in the schedule.
Serve customers in English and another language. We hold part of the screen in the second language where we can and flag it for you to test where we can't.
Hiring guides with what to screen for and the interview questions to ask. All roles
Many support jobs can be done from home. Employing people in other states can bring those states' employment rules into play, so check with your payroll provider or an attorney.
Repetitive calls and upset customers wear people down. Candidates who hear an honest description of the queue, the metrics and the schedule are better prepared for the third week.
Holiday sales, enrollment periods and product launches can swamp a support team. Hiring for those peaks has to start well before the calls do.
Customer service resumes tend to list the same soft skills. The differences show up on the phone, which is why we screen by voice first.
Fees and terms are agreed in writing before any work starts. See all our recruitment services.
Every candidate on your shortlist has been through a phone screen with us. Our notes tell you how they sounded, how they handled a tricky question and why they fit your team.
For a new contact center or a seasonal ramp, our high-volume recruitment works from one brief and keeps a pipeline running. Our seasonal hiring guide explains how far ahead to start.
We run focused searches for experienced team leads and support managers, including confidential searches when you are replacing someone.
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