Every so often, FurstPerson’s people get out.
Next week, FurstPerson's Dr. Brent Holland and Megan Nau are slated to share their most effective hiring insights at the Customer Contact Expo in London. One of the main themes of this year’s conference? Finding solutions that cover everything you need to drive a happy and efficient workplace.
FurstPerson’s Director of Enterprise Customer Solutions, Megan Nau will be leading an interactive session, Upgrading Your Talent with a Quality of Hire Scorecard. Below is a preview of her presentation for this year's event.
Building a Quality of Hire Scorecard – A Quick Rundown
Considering the investment that companies are making in the hiring process, it seems absurd to fail to track how well their tools are working. However, a surprisingly small amount of companies actually do this well. To help businesses track their progress, FurstPerson has developed a quality of hire scorecard. A scorecard card is essentially a standardized way to gauge progress – it gives us a chance to track how well a solution is performing.
Here’s how it works:
- First, we determine which qualities were necessary for success (KPI data), then determined which characteristics in candidates most closely aligned with these KPIs (psychometric data).
- Next, we use analytics to analyze what happened, why it happened, as well as determine what will happen if we implement various strategies.
- After gathering information and reviewing insights, we synthesize data from both inside and outside the business itself, to make predictions and suggest decision options to take advantage of those predictions. Using this method, we provide the business with a new perspective that is not solely reliant on data from the past, transforming the analysis from: “Here’s what happened over the past twelve months,” to “Over the next 180 days, these qualities are going to emerge as you enact quality customer service.”
- Finally, we continuously track progress. Improving quality of hire doesn’t end with updating the process. Just like the economy, the labor market, and the political climate, hiring is a dynamic process. As Megan Nau wrote in a previous blog, “Using old job profiles is equivalent to relying on medical advice from 1970. Yes, it was relevant and the best advice at the time…but times have changed.” Tracking progress gives an organization the greatest chance of adjusting with the peaks and troughs of the talent market.
We're looking forward to attending the 2016 Customer Contact Expo. Stop by stand C732 for a demo and some free giveaways!
Want to learn more about how to improve your quality of hire? Click below for your free copy of Megan's presentation, or schedule a free consultation with one of our talent selection specialists.
Topics: Contact Center Hiring