It goes without saying that hiring for a high-volume environment comes with many challenges. As a recruiting leader in charge of what is a large, complex process with a number of moving parts, how how can you ensure the right people are making into your organization?
Drawing from our eBook - 7 Steps to Better Frontline Service, Sales, and Support Hiring, we discuss methods high-volume hiring managers can use to improve the hiring process. In our first post, we discussed the importance of understanding the desired business outcomes of your hiring process.
In this post, we discuss the importance of linking employee performance to your desired business outcomes.
Connecting the Dots: Is Employee Performance Meeting Your Desired Business Outcomes?
Hiring managers need to understand which employee performance metrics provide the insight into whether the employee is meeting the desired business outcomes or not. The key is to make sure that alignment between the business outcomes and performance metrics exists. The performance metrics link the frontline employee's performance against the business outcomes. For example:
- If the business outcome is to drive additional top line revenue, then a sales yield performance metric might be critical to measure and track.
- If the business outcome is to reduce customer churn to protect existing revenue, then performance metrics like customer satisfaction (CSAT) or issue resolution are important to measure and track.
- If the business outcome is to reduce operating costs, then schedule adherence is an important business metric to measure and track.
Hiring managers now have advantages in tracking performance because technology now enables more available data at the employee level. This means that employee performance data can be collected frequently and consistently. This data can then be used for future analysis.
Historically, many hiring managers have not spent time understanding how their new hires will be evaluated by the production teams. This has led to disconnects between Recruiting and Staffing and production leaders. A side benefit of going through a discussion regarding measuring employee performance and connecting it to desired business outcomes is that it forces Operations, HR, and Training to be in agreement. Gaining alignment between these three functional groups reduces barriers to achieving great hiring results.
Topics: Better Interviewing