Rinse, repeat, and quantify for results improvement and financial payback
Best Practice organizations that have achieved low early stage turnover continue to rinse and repeat the processes outlined in this paper. These organizations use an Employment Lifecycle approach that revisits the hiring process via systematic data analysis on a regularly scheduled basis (e.g., every 6 to 18 months). The job analysis is revisited for updated requirements or changes. The validation study is re-run, taking advantage opportunities fine-tune the scoring, often with the potential to increase minimum passing scores (i.e., become more “choosy”) over time.
data-driven process that allows HR to demonstrate and quantify improvement
The result is a data-driven process that allows HR to demonstrate and quantify improvements and progress within the hiring process. This leads to strong returns for investing in the hiring process. Organizations can see returns ranging from $3 to $20 for each $1 invested in Best Practice hiring processes.
In earlier postings, we discussed:
- Step 1: Understand and define the desired business
- Step 2: Understand which performance metrics relate employee performance to achieving the desired business outcomes
- Step 3: Understand and define the job families (call or contact types)
- Step 4: Identify predictive assessments that evaluate job candidates on the important worker characteristics
- Step 5: Validate the relationship between the hiring process and the business outcomes
- Step 6: Create a proactive recruiting and sourcing strategy
In our last post in the series, we will discuss Step 8, Use the same process for Team Leader hiring.
Topics: Contact Center Hiring