In part 2 of our blog series on remote talent assessment strategies, we highlight the advantages of the virtual recruiting model and the key role it plays in remote agent hiring.
There are two recruiting models for remote agent hiring: hub and spoke and virtual.
- Hub and spoke means that your agents work at home but live within a convenient drive time of the physical center.
- Virtual means that agents can live anywhere.
While there are benefits and drawbacks to both models, FurstPerson views access to talent as the most critical benefit of the virtual agent model. In a traditional brick and mortar labor market, superior talent for contact center jobs is capped based on population size, competitive influences, and distance. You might be at a 3 to 1 candidate to hire ratio or maybe 4 to 1 or 5 to 1. This limits your ability to select potential top performers. Virtual models allow you to remove or reduce population size and distance from the recruiting equation. You now have access to more talent which means you can be more selective. Think of hiring at a 20 to 1 ratio. Virtual home agent models enable you to hire more potential top performers.
Why is this important? It is all about optimizing your hiring process and performance to drive more profit for your organization. Using a data-driven hiring process will demonstrate that the more selective you can be, the more value you can drive in new hire production. This can lead to performance improvements of 20% to 50% for more selective hiring models than models stuck at a 3 to 1 hiring ratio.
The other key benefit to the virtual model is the ability to optimize your recruiting efforts. For each candidate that completes your process, you can match them to all of your contact center job families and call types. This enables you to save significant recruiting expense, improve the chances of a candidate being hired by your organization, and improve overall fill time.
For a more detailed discussion on talent assessment strategies in the home agent model, view our white paper .
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Topics: Work at Home