Transforming the Culture of Attrition
Based on a study of over 4,000 hiring decisions over a twelve month period, this whitepaper describes the Culture of Attrition that plagues the call center industry and discusses how you can reduce call center attrition. In addition, research linking time on the job to call center turnover is presented. Download Transforming the Cuture of Attrition.
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Updated Tips on Reducing 0 to 90 Day Turnover
Read about 8 causes of high early stage attrition and how your organization can eliminate those causes to reduce your 0 to 90 Day Turnover. |
The Practical Realities of Recruiting - from Ruth O'Brien
Consultant Ruth O'Brien examines recruiting in the contact center industry.
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Industry Updates from Contact Babel
Industry research group Contact Babel recently released a comprehensive review of the US Contact Center Industry, including attrition details. |
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Hiring Home Agents - Report from the Frontlines
Recently FurstPerson participated in a panel discussion on hiring home based agents. The use of home agents is a growing trend in the contact center world. To view this presentation, please click on the link below. |
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Contact Center Recruiting Trends and Tips
In the interview conducted with Contact Center World at the 2004 ACCE, Jeff Furst discusses current recruitment trends in the contact center environment and offers tips on what to focus on when recruiting for a new contact center. |
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Guidelines for Selecting a Personality Test
One type of testing that is becoming increasingly popular is personality assessment. This article gives an overview of personality testing and presents some guidelines for selecting a good test. |
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More About Test Validation
Dr. Wendell Williams illustrates key ways to validate tests. Because human decision-making is flawed, a test must be validated to show that high test scores cause good job performance. |
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Hiring for Sales - Combining Sales with Service
As you consider adding sales to your service agents' job duties, it is vitally important to understand whether your current employees can handle the additional sales responsibilities and how you will hire new employees given the changed job requirements.
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Overview of the Technology-Based Assessment Marketplace
Dr. Charles Handler evaluates the current screening and assessment marketplace with a model that includes two axes, Technology Level and Quality of Product, crossed to create four quadrants. The High-Tech/High-Quality quadrant presents opportunities to demonstrate significant ROI to customers. |
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Building Performance through People in Your Call Center
Our experience has shown that how you select people drives how
you should train people and how you should build performance plans
for your employees. |
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Cut Agent Turnover by Hiring for Motivational Fit
Do job candidates have the motivation it takes to work in your
call centre? Screen for 'will do' attitudes. |
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Maximize Profits and Minimize Risk When Opening a Call
Center
People are the key to call center success, so human resource issues
should be taken into consideration at every step in the development
of a new center. |
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To Be or Not to Be: Personality and Job Performance
What is the role of personality testing and just what factors should a good personality test include? Look for a single test of attitudes, interests, and motivations. |
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Testing and Assessment: An Employer's Guide to Good Practices
This guide, from the U.S. Department of Labor, is to help managers and human resources (HR) professionals use assessment practices that are the right choices for reaching their organizations' HR goals. |
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