Recruiting managers responsible for overseeing frontline hiring for service, support, and sales employees consistently face challenges hiring the right people. Customer-facing jobs tend to have high attrition. In addition, the pace in high-volume hiring environments is fast and furious without much time to qualify each candidate, and hiring the wrong person can be expensive.
Based on FurstPerson’s research, the average cost of turnover for a customer-facing contact center job $5,466. As a recruiting leader responsible for frontline job hiring, how do you make sure that you are hiring the right people into your organization?
Drawing from our eBook - 7 Steps to Better Frontline Service, Sales, and Support Hiring, we discuss each of these seven steps separately, and how each can lead to hiring success.
Determining Desired Business Outcomes Within Your Hiring Strategy
To achieve great hiring results, hiring managers need to understand how the business drives revenue, margin, and profit. The goal of the hiring process is to hire employees who will perform their jobs in a manner that helps the business grow revenue, improve margin, and improve profit.
Ultimately, financial improvement in the business determines whether the hiring process works or not. Being able to understand the business outcomes that leadership is driving and relate that back to the hiring process is a critical first step.
Examples of business outcomes include:
Does the business want to drive top line revenue?
Does the business want to reduce operating costs?
Does the business want to do both?
Recruiting managers who understand their business in financial terms are in a better position to establish a successful hiring process that helps propel their company forward profitably. This creates a foundation that can be leveraged during ongoing discussions with the operational leaders and creates a shared language around the hiring process.
Topics: Better Interviewing