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FurstPerson Says Call Center Hiring Will Rise in 2009


TMCnews Featured Article

February 05, 2009

FurstPerson Says Call Center Hiring Will Rise in 2009

By Anuradha Shukla, TMCnet Contributor

New research findings from FurstPerson, a Chicago-based company that helps call center hiring managers hire and keep call center employees, indicates an increase in call center hiring volume in 2009.

These finding are based on a survey conducted on call center executives in the United States and Canada. While fifty seven percent of the respondents expect to increase their hiring volume this year, five percent forecasted a reduction in hiring volume over the same period.
FurstPerson has included the findings of the survey in a new white paper called “Ten Things You Should Know from the 2008 Call Center Hiring and Compensation Study.”
According to FurstPerson Vice President, Research and Consulting, Brent Holland, the current economic slowdown has resulted in high unemployment rates and hiring managers typically have a huge number of applicants to choose from. Despite the easy availability of manpower, the managers closely evaluate both hiring and retention practices to ensure high call center turnover rates don’t result.
Holland says that a number of factors like poor employee engagement and high attrition rate in call center have remained unchanged. Therefore it can be assumed that managers must change the way they hire call center staff.
Also forty six percent of the people surveyed said they are not happy with their current salaries and want a higher pay check.
Produced by FurstPerson, this white paper addresses these hiring and operational factors and provides research findings that give useful insight into successful hiring and retention practices.
Other findings in the white paper also indicate that employee referrals produced the largest percentage of new hires; call center turnover rates are higher for outsourced centers in contrast to internally run centers; and opportunity for advancement is the most important consideration by the contact center applicants.
For more, check out the Call Center Hiring channel on TMCnet.

Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.

Edited by Stefania Viscusi

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