Call Center Hiring Featured Article
Perfect Call Center Hiring Processes by Surveying Your Applicant Pool
November 19, 2012
By Tracey E. Schelmetic, TMCnet Contributor
If you run or manage a call center, chances are you’re drowning in surveys: surveys of customers via every media channel to find out how you’re doing; surveys of customers after their purchases are complete to find out how you did; surveys of existing employees to find out if they’re happy with how you’re running the contact center; and surveys of management to find out where they’d like to see expansion.
Add another survey to your pile. This one is important. It’s about your recruiting and hiring process, and it’s critical to help companies save time and energy, writes Kevin Hegebarth on the Web site HireIQ.
“Studies have consistently shown that job candidates are generally dissatisfied with the recruiting and hiring processes of many companies,” writes Hegebarth. “The amount of time the process takes to make a decision -- any decision; the amount of time a candidate has to invest in early stages of the process (two-hour long behavioral assessments for all early-stage applicants, for example); a lack of communication -- and often no communication at all -- regarding where an applicant stands in the process; and poorly written job descriptions top the long list of complaints job seekers have when dealing with hiring companies.”
Hegebarth notes that it’s not just the candidates you hire you need to focus on – ask the ones you didn’t hire for their feedback, as well (as long as they are willing to provide it). They may be able to offer a wealth of information you didn’t expect to be able to uncover. This is not an industry-standard practice, and it may raise some eyebrows.
“Some may believe that this thinking borders on heresy,” writes Hegebarth. “After all, many recruiters believe, if subconsciously, that the recruiting process is a rite of passage -- a trial to be endured -- in order to considered worthy of toiling for your company. To be sure, you want the best possible candidate for the job and a stringent vetting process is necessary, but causing a candidate to jump through arbitrary hoops is not.”
Not only are you wasting the candidates’ time with unnecessary recruiting and hiring processes, you’re wasting your own time. This is why the process merits more than a second look.
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Edited by Rich Steeves
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