A significant major challenge to home agent hiring involves candidate support. Because the hiring process is 100% virtual and the candidate volume tends to be 5 to 10 times more than the traditional brick and mortar hiring environment, the hiring workflow needs to be candidate friendly. Often, many firms implementing home agent hiring ignore this critical need.
When an organization was interested in replacing a competing firm’s assessment process, one of the driving factors was the significant technical support challenges facing the organization due to the assessment workflow. The organization, in addition to improving the predictive power of the home agent hiring system, was seeking an assessment solution that would reduce the high technical support needs from candidates.
FurstPerson and the organization implemented FurstPerson’s award winning Hire@Home solution. As part of the implementation process, a three month study was conducted in which FurstPerson managed the candidate support call process. When a call was specific to the organization, FurstPerson routed the call back to the organization.
As part of the solution, FurstPerson focused on the following key components:
- Create a seamless integration between the organization’s applicant tracking system including a seamless log-in that allowed each participant in the process to just log-in one time.
- Establish a concise, easy to manage hiring workflow.
- Focus on developing key messages to the participant in the process to keep them informed and manage expectations.
Based on the pilot outcome, FurstPerson was able to demonstrate a significant reduction in technical support call volume – 97%. In addition, total support calls were reduced by 91%.
The net result was the client was able to eliminate the live candidate support call process resulting in an estimated savings of over $75,000 plus the significant benefits to the candidate experience.