Call Center Hiring Featured Article
The Role of Big Data in Call Center Hiring
October 08, 2012
By Rich Steeves, TMCnet Web Editor
The term “big data” is a popular one in the technology space these days. When we speak about big data, we are talking about the huge amounts of information generated by various computer technologies each and every day, as well as the methods that companies can use to sift through and analyze all that data. Processes such as data mining can help companies in many fields analyze big data, and one field that is starting to address the issue of big data more and more is the call center hiring space.
Hiring processes have become more and more data driven over the years. Alongside traditional measurements like interviews and resumes, employers have started to make use of various testing mechanisms: skill tests, IQ tests, psychological tests and more. With increases to technology, these tests are easier than ever to administer, score and log, but they create a huge backlog of data on each potential call center agent.
Since call centers tend to have a large turnover rate, more and more call center managers are using metrics and tests to determine the best candidates. It is important, then, for those in charge of hiring to be able to set proper filters and help sift through the data. There are many factors that need to be considered when hiring, and the data can usually provide answers. Proper analysis of the big data helps managers move beyond resumes and take a look at how factors like IQ and personality can impact a hiring decision. The data can show trends like job hoppers, or help us look beyond sparkling personalities to look closer at what exactly a candidate’s qualifications really are. In the end, the information collected is only another tool, but with the proper analysis, it is a tool that can make long-term hiring decisions easier.
Edited by Brooke Neuman
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