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Steps to Better Call Center Hiring


TMCnews Featured Article

June 11, 2009

Steps to Better Call Center Hiring

By Stefania Viscusi, Assignment Desk Editor

One factor that continues to plague the call center industry is attrition rates. The demanding work environment is one that requires hiring of employees who can meet the needs of the company and who will stick around.
To improve the hiring process in the call center and ultimately improve turn over rates, it’s important that companies take the time to understand their goals, and hire only those candidates who meet the requirements.
According to a survey conducted by call center hiring solutions provider FurstPerson, the average cost of turnover is $5,466 - and in this economy, the ability to save these costs is especially significant.

The company has now announced the release of their latest white paper, “8 Steps to Great Contact Center Hiring,” which offers companies insight into the steps they must take to ensure the right call center hiring is taking place.
FurstPerson provides call centers with the tools they need to find, hire, and keep the right employees using simulation tools, assessment tests and other resources.
The white paper points to the importance of understanding and defining desired business outcomes as a first step in the call center hiring process. Relating the ultimate goals of the company back to the hiring process can help ensure success into the future.
Also included as part of the 8 steps is the need to clearly identity each job and role and the characteristics necessary for succeeding at the position. Because all jobs in the contact center are not the same, it’s important to measure each candidate’s performance in their specific role to know how they will perform.
In addition, many call centers fall into a loop of turnovers and training classes, trying to hire and keep the right employees for the job. Many times if an organization cannot recruit enough candidates they will lower the requirements and standards, ultimately bringing in candidates who are not the right fit - and allowing attrition rates to continue.
These and other tips included in the latest white paper offering from FurstPerson provide organizations with best practices needed to finally combat attrition and establish long term success.
Be sure to check out the Call Center Hiring channel for more in-depth coverage of each step in the weeks to come.

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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