Agent Hiring

I need to get a headcount model for staffing a support center that mainly 80% email/e-case based support and only 20% phone support. I figure the easiest way to find the headcount is to have one model for phone support (which I have) and one model for the e-case support. Let's assume that I have a contact ratio of 0.003% and an SLA of 24 hours to respond to a case. Does anyone have a model for this?

I am trying to decide if I want to hire a team lead or a team supervisor. What are the differences and can you provide a summary of duties? Thanks

Do you pay home-based agents less than those who work in the center? If so, how much? If so, what is the rationale? -- Gloria Gowens, Towers Perrin

We are experiencing CSR turnover. I'm thinking of developing a Call Center Assessment Form to be used during the interview process. Is anyone currently using one? Any advice for development of a form? -- Beatrice

My call center conducts new hire training for agents with no experience on the phone, so some execs have decided we should "test" their knowledge before graduating them to the floor. Does anyone test their call center trainees after hire? If so, how are you implementing testing and at what intervals in the training? -- Christina

Can anyone recommend an agency/vendor for language assessments whose process is validated? Thank you -- Sabrina Hernandez Editor's Note: Ethical responses acknowledge any involvement with the product(s) being referenced.

We are interviewing for an Analyst Manager who oversees and is responsible for the Workforce Analysts, Data Analyst, and Technical Analyst. Does anyone have any good questions for an interview? I don't want to have to reinvent the wheel if I don't have to. Thanks in advance!! -- Lynea Strassman, Great Wolf Resorts

Hi i am running a process where in we require to access or evaluate the candidates on the basis of their written english a sit is an emailing process, so my request is please provide me the information about the link or teh website or any kind of navigation where in i can download a free test which includes written grammer, articles, verbs and tenses, so that i can give it to the eligible candidates and my recruitment procedure will run smooth and it will automatically filter my search based on the test so that i can finalise whom to select and whom not to -- Harsh Raj Jain, HCL Technologies Ltd

I'd like some advice and success rates regarding using a temp-to-hire philosophy for technical call center positions (pharmaceuticals)and an 8-week training period. A company I'm interviewing with has used this model for some time without stellar results. I'm thinking most temp-to-hire applicants may not necessarily take the positions seriously. Does anyone have any advice on recruiting and retention of this type of individual? -- Jennifer Scholz

I would like to know the basis of staff recruitment in the call center. My company is now trying to reward degree holders more than any other qualifications -- is it fair? We all perform the same function (i.e., picking up calls). This is serving to demotivate most of us. -- Rebecca Magnus, Exzeed Company Ltd