Contact center hiring is frequently plagued by myths and misinformation that can affect a company’s talent strategy.  What impacts do myths have on who you hire and how those people perform?  Creating a research driven approach to hiring contact center employees can enable you to separate myth from fact.

Recently, FurstPerson participated in the 2011 Customer Contact West Executive MindXChange hosted by Frost & Sullivan in San Diego, CA.  Brent Holland, FurstPerson’s VP of Research and Consulting, led an interactive session, Separating Myth from Fact: Hiring for Peak Performance and Customer Satisfaction, which was a top rated session at the 2011 Customer Contact West event.

Based on FurstPerson research and the content discussed during this session, we wanted to highlight three common Myths versus Facts that relate to contact center hiring.

Myth or Fact?
  • Applicants generally think it takes them longer to complete pre-hire tests than it does.  What do you think?  Read our take here.
  • Shorter pre-hire testing time reduces the number of candidates that drop out of the process.  What do you think?  Read our take here.
  • Approximately 70% of call center attrition is voluntary.  What do you think?  Read our take here.