Call Centre Agent Hiring Tips: How to Build a Strong Taxi Support Team in the UK

Hiring the right call centre agent is critical for the success of any UK taxi firm. In a service-focused industry where every call can lead to a booking, a skilled and reliable agent can directly impact your customer satisfaction and business growth.

Not every candidate is the right fit for taxi support. From handling urgent bookings to dealing with stressed customers, this role requires more than just a polite phone voice. In this guide, we’ll cover the key tips you need to recruit the best call centre agents for your taxi business.

Why Hiring the Right Call Centre Agent Matters

A great call centre agent can turn a first-time caller into a loyal customer. Their voice, tone, and attention to detail all reflect your brand. A weak hire, on the other hand, may miss key booking details or fail to provide the level of care your customers expect.

Taxi firms face unique demands, including:

• High call volumes during peak hours
• Fast and accurate booking input
• Support for drivers on the move
• Handling time-sensitive customer needs

   

Choosing someone who thrives under pressure, communicates clearly, and adapts quickly is key.

1. Define the Role Clearly

Before hiring, list the key responsibilities specific to your taxi business. For example:

• Taking phone bookings
• Using dispatch software
• Updating customers on driver arrival times
• Handling complaints and lost property calls

   

When your job description is clear, you’ll attract candidates more aligned with your goals.

2. Relevant Call Centre Agent Experience

While previous call centre work is helpful, experience in the transport or service industry is even better. Candidates who’ve handled time-sensitive tasks or worked in fast-paced roles are more likely to succeed.

Look for people who have worked in:

• Taxi or private hire firms
• Customer service roles involving phone support
• Booking centres or logistics

   

They will already understand the importance of urgency, clarity, and accurate communication.

3. Prioritise Soft Skills

The right call centre agent needs more than technical knowledge. Soft skills often matter more when dealing with real people on the phone.

Key soft skills to look for:

• Clear communication
• Patience and empathy
• Active listening
• Problem-solving
• Calm under pressure

   

You can assess these in interviews by asking candidates how they’ve handled difficult callers or urgent situations in the past.

4. Test for Speed and Accuracy

One small mistake, like mishearing a postcode, can send a driver to the wrong address. Test your applicants during the hiring process.

Simple, practical assessments might include:

• Typing speed tests
• Data entry exercises
• Simulated phone bookings

   

These help you see how well a candidate performs under realistic working conditions.

5. Call Centre Agent Behavioural Interview 

Rather than just asking what they’ve done, ask how they handled real scenarios. For example:

• “Tell me about a time you dealt with a frustrated customer. What did you do?”
• “How do you manage stress during busy hours?”
• “What steps do you take to ensure booking details are correct?”

   

Their answers reveal a lot about how they’ll perform on the job.

6. Check Tech Confidence

Call centre agents use tools like:

• Booking software
• Phone systems
• GPS tracking dashboards
• Email and live chat

   

Make sure your candidate is comfortable learning and using multiple digital tools. Even better if they already have experience with taxi booking platforms.

7. Look for Local Knowledge

For taxi services, understanding local geography is a big plus. It helps agents verify locations, explain pick-up points, and avoid confusion with similar-sounding street names.

Candidates from your area or with previous UK-based service experience often have an edge.

8. Ensure Cultural Fit

You want a call centre agent who fits your company’s tone and values. Whether your brand is formal and precise or friendly and relaxed, the agent should reflect that in their speech and approach.

9. Call Centre Agent Training

Even the best hires need training. Provide a clear onboarding programme that includes:

• How to use your software
• Booking guidelines
• Your brand voice and call scripts
• Response procedures for complaints or delays

   

This helps new hires deliver a consistent experience from day one.

10. Review and Evaluate Performance

After hiring, monitor how your agents perform. Track KPIs such as:

• Call handling time
• Booking accuracy
• Customer satisfaction
• Missed call rate

   

Use this data to coach your team and spot areas for improvement.

Hire the Right Agents with CabCall Experts

At CabCall Experts, we understand that a skilled call centre agent can make all the difference. That’s why we provide UK taxi firms like TakeMe and Compass Taxis with access to trained professionals who know how to manage bookings, solve issues, and speak to customers clearly and professionally.

Our recruitment and training process ensures:

• Only qualified, UK-based agents represent your business
• Agents are trained specifically for taxi industry needs
• Real-time support is available 24/7
• Service quality assurance is monitored regularly for the best results

   

Want reliable, ready-to-go inbound call centre services for your taxi firm? Contact CabCall Experts today and find out how we can support your business with professional, friendly, and efficient customer service, every hour of the day. Explore our careers page for call centre agent opportunities at CabCall Experts.