Whitepapers

 

Reducing Your New Hire Turnover

Many high-performing organizations have established key objectives for their frontline employee hiring processes. With the growth of “big data,” application of technology, and closed-loop analytical models, the tools and methods are in place to consistently achieve these objectives.

 

Going Home – Talent Acquisition Strategies for Remote Agent Models – Which Road to Take?

Home agent models continue to gain more traction. In this white paper, we discuss what makes a successful home agent hire, the advantages of the Hub & Spoke and Virtual recruiting models, and a few other Odds and Ends related to remote agent talent models.

 

Maximize Quality of Hire Through Your Recruiting Process

Assessments play a critical role in determining the "talent" available in your talent acquisition process.  Read about the impact your recruitment process can have on quality of hire and ideas to optimize your recruiting process.

 

Separating Myth From Fact:  Hiring for Peak Performance and Customer Satisfaction

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?

 

Three Strategies that Separate Myth from Fact in Contact Center Hiring

Based on the 2011 ISCA presentation by Suddenlink Communications and FurstPerson.

 

Top Five Ways to Improve Retail Hiring

FurstPerson looks at what retail hiring managers can do to improve the way they hire and place people in customer-facing jobs.  It's part of a strategic talent management model that has been proven effective in hundreds of leading companies around the world.

 

Moving Hiring Online:  Does Testing Length Affect Candidate Completion Rates?

Many contact center recruiters use pre-hire assessments to help identify quality candidates, but sometimes they are concerned that the time to complete the tests may cause candidates to drop out of the process prematurely.  Do shortened testing times improve candidate completion rates?

 

3 Things You Should Know From ContactBabel's 2011 US Contact Center Decision Makers' Guide

ContactBabel, a leading analyst firm covering the call center industry, has released their 2011 US Contact Center Decision Makers' Guide.  The report covers topics focused on people, process and technology based on extensive interviews with contact center leaders.

 

Do Age Differences Among Agents Impact a Customer's Experience?

Many call center insiders believe that an agent's generation affects longevity and the quality of the customers' experience.  FurstPerson conducted research to examine whether generational group membership is related to tenure and/or the customers' experience.

 

Applying Social Media to Call Center Recruiting

In the world of recruiting, using social media as a recruiting source has become one of the hottest trends lately.  Tim McDaris, a Director at FurstPerson, looks at the viability of social media for volume hiring in the call center.

 

CSAT, Net Promoter and Home Agent Models

The home agent model continues to gain more traction and buzz within the contact center industry.  Contact center executives are seeing 30% lower cost to operate the home agent model than a traditional brick and mortar model.

 

Quality of Hire and Recruiting Speed –
How do you have both?

Recruiting speed and hiring for quality are two of the biggest challenges facing firms that employ contact center agents.

 

Searching for the Silver Bullet: Can One Test Alone Improve Quality of Hire?

Recent research reports discussing contact center attrition have focused on utilizing one assessment – a personality inventory – to combat attrition. Is using one assessment, the so called silver bullet, the best way to improve quality of hire?

 

Frost & Sullivan Award for Customer Value Enhancement

In January 2010, Frost & Sullivan awarded FurstPerson with the Award for Customer Value Enhancement, Hiring Resources & Assessment Services in North American Contact Centers.

 

Five Things You Should Know About Contact Center Recruitment and Compensation

FurstPerson recently completed its second annual Contact Center Recruiting and Compensation survey.  The 2009 Contact Center Recruiting and Compensation Survey reviews current business practices and emerging trends with contact center hiring.

 

The Science of Hiring the Right Telecom Employee

Acquiring and keeping customers are key success factors in the telecommunications industry.  Some companies have adopted a scientific approach to help them hire contact center representatives who are persuasive and will establish an emotional bond with customers. The net result is more activations and more satisfied customers.

 

Are Home Agent Candidates Better? 

Many contact center leaders agree that the home agent model offers operational advantages compared to traditional brick and mortar models and even some off-shore locations. Are home agent candidates really better than traditional brick and mortar candidates?

 

The Role of the Interview:  Ready for a New Job?

With technology enabling additional methods to evaluate job candidates and the home agent model creating more virtual hiring processes, does the interview add value as a pre-hire tool?  If it does, what is the right role for the interview?

 

8 Steps to Great Contact Center Hiring 

The contact center industry consistently faces challenges hiring the right people to work as front line representatives and team leaders. As a contact center operator and leader, how do you make sure that you are hiring the right people into your centers?

 

Call Center Survey Snapshot:
What Recruiting Sources Work the Best?

The 2008 Call Center Recruiting and Compensation survey presents benchmark data on recruitment and compensation practices.  The results will help guide best practices and enable call centers to find, win, and keep the best talent.

 

Did Turnover Ruin the Deal?

If you are an investor in contact centers, how do you evaluate whether or not your target firm has best practice hiring processes? 

 

Saving the Outsourcer from Turnover - Case Studies

In this whitepaper, we dig deeper into the culture of attrition, highlighting four focus areas to which solutions can be applied to attack the culture of attrition.

 

Transforming the Culture of Attrition 

The attrition problem is omnipresent and has been for years.  Unfortunately, it seems that most solutions fail to deliver on their promise of results.  We believe most solutions miss the mark because they are focusing on the wrong problems.

 

Reducing 0 to 90 Day Turnover: 6 Steps 

Getting people to stay past 90 days is related to getting them to stay the first 90 days.  Tenure is critical to your organization since job performance increases exponentially as the new employee reaches six, nine, and twelve month anniversaries.