Attrition issues continue to plague today's call centers in search of not only ways to reduce turnover, but also for candidates who will provide value and benefit for the organization.
Key issues behind attrition rates include recruitment challenges, job design, candidate evaluation and alignment between HR, training and operations.
To address these areas and improve call center hiring, a FurstPerson white paper, "Driving Hiring Performance Improvement," notes that solutions for each of these challenges must be applied individually to help reduce attrition and improve the company's financial standpoint.
"For most outsourcing firms, attrition drives a significant financial cost. An outsourcer with 5,000 agents and 75 percent attrition will spend $17 million per year in turnover related costs," the white paper notes.
Improving recruiting is key to improving attrition rates. This means a balance between candidate volume and selectivity or 'quality versus quantity' must be in place. This can be achieved by improving Internet-based recruiting programs and not just relying on traditional sourcing that typically draws underemployed and unemployed candidates.
Also, a clear understanding of job design can go a long a way in reducing attrition as organizations with a clear understanding can better describe and identify qualities needed for the job. Also, lack of clarity in job design can cause confusion between HR, training and operations, making it harder to land the best candidate for the position.
When it comes to evaluating the candidate, it is also necessary to understand the job they're applying and use pre-employment screening tools for a more complete view of candidates' skills and to "objectively link assessment scores back to the critical competency profile." This kind of objective scoring goes beyond just interviews as a sole resource for the hiring decisions since interviews are ineffective for predicting work abilities, attitudes and habits.
With FurstPerson's customizable call center simulation tools, assessment tests and other resources, companies can find, hire, and keep the right employee.
Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.