Xerox runs 175 call centers around the world. In all, the centers employ more than 50,000 customer service agents who deal with questions about everything from cellphone bills to health insurance.
Teri Morse, who is in charge of recruiting all those people, says the company had a problem: It was hiring people who just weren’t a good fit.
“People were in the training classes sharing with us that they weren’t right for the position,” she says. “You have to deal with a frustrated customer, hang up the phone and move on to the next, and not have to excuse yourself to go to the ladies’ room and cry.”