Call Center Hiring Featured Article
Dispelling Myths in Call Center Hiring: Part Two
October 11, 2011
By Jamie Epstein, TMCnet Web Editor
At the International Customer Service Association (ICSA) conference that was recently held in Texas, Barbara Morrison, a human resources director for Suddenlink Communications, and Jeff Furst, president and CEO of FurstPerson – a provider of call center hiring solutions – spoke about a case study entitled “Separating Myth from Fact: Hiring for Peak Performance and Service.”
The discussion of the study brought forth some interesting information and FurstPerson recently detailed three important strategies that will assist call center hiring managers in segregating fact from fiction when creating and implementing call center hiring processes. Part two of this series is focused upon the importance of building a data-driven hiring model.
Due to the fact that a majority of human resource organizations cannot seamlessly integrate their hiring models with performance improvement gauges, multiple obstacles have arisen with regards to getting the funding necessary for these projects to continue to grow, especially when they face stiff competition for these key resources against other projects including technology and operations.
To combat these challenges, Suddenlink created an innovative hiring model that can implement candidate data directly into performance data. The reason behind this is that it will quickly show when a candidate completes the selection process if they have met standard performance requirements, according to Furstperson. This data-driven model will enable any company to easily measure their hiring model, which is based upon the foundation of job performance.
Cited as an example, Suddenlink was able to simply pinpoint the following performance indicators through the data-driven approach. The data-driven model compared employees with higher test scores to those with lower scores and noted the following performance improvements—attendance: 29 percent improvement, sales: 44 percent improvement and quality: 20 percent improvement.
Moreover, the integration of a data-driven model into business operations assisted Suddenlink’s hiring managers in making much better overall hiring decisions. Because of this model, as soon as each job candidate completed the selection process, Suddenlink was able to instantly match the job candidate to the job best suited for them to excel.
FurstPerson offers call center hiring solutions that will help any organization, big or small to continue to see success.
Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.
Edited by Carrie Schmelkin
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