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.
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.
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.
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?
Based on the 2011 ISCA presentation by Suddenlink Communications and FurstPerson.
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.
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?
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.
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.
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.
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.
Recruiting speed and hiring for quality are two of the biggest challenges facing firms that employ contact center agents.
In January 2010, Frost & Sullivan awarded FurstPerson with the Award for Customer Value Enhancement, Hiring Resources & Assessment Services in North American Contact Centers.
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.
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.
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?
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?
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?
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.
If you are an investor in contact centers, how do you evaluate whether or not your target firm has best practice hiring processes?
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.
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.