Every company in every industry shares a common struggle: identifying quality candidates and retaining them long term after the hire. For the larger enterprise that is operating contact centers with more complicated systems, the task of finding the right candidates can seem insurmountable.
To help their hiring managers to best identify qualified contact center employees, many contact center operators will implement pre-employment screening solutions. Where larger enterprises are concerned, complex systems can mean unique hiring requirements and hiring managers must be able to tailor screening solutions according to the unique attributes of every position.
FurstPerson is a company with proven results in delivering pre-screening solutions that meet the demands of the contact center industry. Its latest solution, 1stHIRE, is designed to meet the needs of the organization with complex hiring requirements. A powerful system, it allows hiring managers configure the pre-employment screening solution according to the needs of the specific position.
1stHIRE is designed for those contact centers that are seeking to shift their hiring approach from their standard practices to best practices. FurstPerson will even provide consultants to work with the contact center to design and implement a configured hiring system that specifically meets that company’s needs.
Contact center managers can use 1stHIRE to predict the job performance of a new hire by measuring retention, call control metrics, first call resolution and call quality, and sales and save performance. This 100 percent Web-based solution makes for easy execution and interpretation.
To design the necessary system, contact center hiring managers can select from such modules as pre-screening and basic hiring requirements; computer diagnostic; EEOC consent form; job candidate survey; work habits assessment; work ability realistic job simulation; integrated scheduling tool for phone or onsite interviews; optional candidate tracking; process automation workflow; and the ability to scale for large volume hiring needs.
The 1stHIRE solution also includes an important reporting and analytics tool: 1stLOOK. This tool provides a real-time dashboard that shows such key elements as which recruitment sources produced the most applicants; the regions applicants are coming from; and information on applicant quality.
1stLOOK also offers a robust reporting engine that provides clients with access to the same database that FurstPerson uses in its hiring services. The benefits include both pre-built and customized reports.
In addition, a comprehensive analytics and agent development component is also available that will analyze critical data and provide insight into how to continually enhance the performance of each qualified candidate after being hired, then links high performance back to the recruiting and hiring process.
While contact centers will inevitably continue to struggle with the process of identifying, hiring and retaining quailed candidates, solutions such as 1stHIRE from FurstPerson are designed to make the process less of a burden and more successful for the enterprise. Given the measurable results that FurstPerson has been known to deliver, a first had look at 1stHIRE is worth the time.