Why does this matter? 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 hiring models stuck at a 3 to 1 hiring ratio.
The figure below helps illustrate why. The virtual agent model allows you access to an expanded labor pool which means you gain more candidates that are potential top performers. With more candidates in the potential high-performer talent pool, you can be more selective. Instead of hiring at a 3 to 1 ratio, many recruiters operating a virtual model can hire at a 10 to 1 ratio or even better. To take advantage of an increased talent pool, you do need to understand what a top performer in your company is like. A data-driven hiring model can help you achieve this insight.
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.