By Donna West
Anyone who has ever seen The Voice knows blind auditions are often surprising. The audience knows that the very big voice is coming out of that very tiny girl, but the experts don’t. The guy with the shaggy looks might have the voice of an angel. The blind audition wipes out all prejudices and concentrates on what is important—in this case, the voice.
Dismissing Qualified Candidates
In all areas of life and work we form opinions about the people we meet as soon as we see them. This occurs before they ever open their mouths. We often miss many excellent job candidates because their appearance sets them up for failure. Their clothes might be untidy or inappropriate. They may need a haircut or wear dreadlocks. Or they have piercings that give the interviewer a bad impression.
We’re programmed by our own backgrounds and experiences to reject as unworthy some of the styles that others embrace. And it is certainly the prerogative of every employer to choose the culture they want in their business.
That said, do we unintentionally disregard candidates who are eminently qualified to work in our answering services and contact centers? A friend will not hire anyone who has visible tattoos. Another person abbreviates interviews they consider a waste of time because the applicant is wearing jeans and deemed “not serious” about work. A nervous interviewee may not make eye contact and we disqualify them.
A Shrinking Labor Market
In a world where job candidates are dwindling, despite (or perhaps because of) unemployment, many businesses may stand to improve hiring processes by implementing blind auditions. The jobs offered by an answering service can be perfect for people whom society deems a misfit for whatever social reason.
We can find the skills we need in people who choose video games as their passion, who wear neon nail polish—a different color on each finger—prefer green hair, or who have gauges in their ears and tattoos up their necks.
Our industry can offer remote work to people who are afraid to leave their homes or can’t sit for hours at a time as in a typical office job. We can offer split shifts and uncommon schedules. We should let our agents’ compassion, their understanding, and their voices drive our hiring decisions. We should listen and judge our candidates’ attributes by how they could benefit our callers’ needs.
If we strive to hire people who are computer literate and caring, the guy who tries to eke out a living by streaming live on YouTube might be the perfect candidate. Or the soldier with mild PTSD. Or the mom with kids at home who still needs an income. Our jobs are comparable to waitressing for an actress. Ours is the perfect reality job for those who are trying to live the dream or waking up from the nightmare.
If we seek employee longevity, let’s regularly seek nontraditional applicants who might offer a symbiotic relationship: someone sweet-natured who knows their way around a keyboard. Someone who appreciates the opportunity to work from home and live their life according to their own vision.
Donna West is president of Focus Answering Service, which she founded in 1987. She began her second company, Business Calls, Inc., specializing in education and communication for the TAS industry two decades ago. She is a pioneer and thought leader, an award-winning speaker, writer, and educator within the telecommunications service arena.