High-touch will always supersede high-tech when it comes to ensuring lasting customer satisfaction and loyalty. Thus, having solid agent recruiting and hiring practices in place is critical. Talented and engaged agents don’t just come knocking on a call center’s door; centers must continuously strive to attract qualified staff and use effective applicant screening and assessment methods to help identify the potential top performers.
To uncover how today’s contact centers are actually tackling the recruiting and hiring challenge, ICMI conducted a survey in November 2006. In all, 256 call center professionals representing a wide array of industries and center sizes participated in the survey—sharing how they attract potential agent stars to their center, how they quickly weed out the "wannabes" and how they determine if those who show promise truly are a good fit in the fast-paced and challenging call center environment.
The 2007 Call Center Recruiting and Hiring Practices Report includes key data on the following:
- Recruiting Practices
- Tracking Recruiting Effectiveness
- Top Labor Pools
- Prescreening Tools and Methods
- The Assessment Phase
- Top Recruiting and Hiring Challenges
This special issue also includes following instructional articles:
- The Contact Center Agent of the Future: How Call Centers and Agents’ Jobs Are Changing
- Recruit Agents with the Right Blend of Attitude and Ability
- Generation-Specific Recruiting: How to Attract Various Age Groups
- The Often-Ignored Art of Supervisor Selection
16 pages, PDF download (requires Adobe Acrobat or Reader)
TAGS:
Hiring, HR Policies, Agent Recruiting, Advertising your jobs, Alternative workforce, Developing agent job profile, Employee referrals
