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Outsourcing Firm Improves Agent Retention with FurstPerson's Call Center Hiring Solutions

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TMCnews Featured Article


November 09, 2009

Outsourcing Firm Improves Agent Retention with FurstPerson's Call Center Hiring Solutions

By Patrick Barnard, Group Managing Editor, TMCnet


An outsourcing firm providing customer care and support to a major automobile manufacturer was recently able to reduce its high agent attrition rate, thanks to FurstPerson’s call center hiring solutions.


Using FurstPerson’s evaluation and assessment tools, the outsourcer was able to improve the quality of the agents it hires for three different job families, including customer care representative, information center representative, and Web team representative.

According to a customer case study posted on FurstPerson’s website, high agent turnover was negatively impacting the un-named outsourcing firm’s operating performance and overall client satisfaction.

In addition, the firm was interested in qualifying job candidates against key performance metrics that drive revenue and profit for its clients.

FurstPerson conducted a review of each job family and worked with the outsourcing firm to identify key performance metrics that drive successful job performance. These metrics included average handle time, call quality, adherence to procedures and requirements, system proficiency and overall performance.

FurstPerson conducted a validation study linking assessment scores to the performance metrics. From there, a scoring model was calibrated to optimize the hiring ratio for the outsourcing firm -- and the potential to hire candidates who will perform better in one of the three job families.

Optimizing the scoring model for fill rate and candidate quality was a critical factor for this outsourcing firm, due to non-competitive wage rates and a challenging labor market.

Using three of FurstPerson’s call center hiring assessment tools, CC Audition (which measures work abilities); CC AIMS (which measures work attitudes); and AutoScreen PLUS (which measures work habits), the outsourcing firm was able to realize an 18 percent improvement in 0 to 90 day attrition, 42 percent improvement in 0 to 180 day retention, and a 71 percent improvement in 0 to 270 day retention. In addition, new hires had a 33 percent improvement in passing the final training exam.

FurstPerson’s web-based call center hiring solutions help organizations hire and keep the right employees. The company has more than a decade of research and implementation experience, working with all major call types including customer care, sales, collections, win-back and technical support.

FurstPerson’s solutions are used by companies operating in the telecommunications, insurance, outsourcing, financial services, retail, travel, and business services industries. The average client is a multi-site, multi-call type organization with complex hiring workflow models and job profiles.

Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.

Edited by Patrick Barnard







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