FurstPerson, a provider of call center hiring and pre-screening tools for the call center, has announced the release of its latest research report which uncovers ways call center hiring can be improved.

 

FurstPerson offers predictive assessments that help clients improve new hire retention and job performance.

 

Focusing on call center hiring practices reduces attrition rates and reveals valuable information about the business including what makes or breaks employees and candidates.

 

According to the company's latest research, call center attrition "is driven by six business issues and three labor issues." The report, which analyzed over 4,000 call center agent hires over a twelve month period, addresses these key areas in bid to help call center hiring managers reduce turnover rates that plague the industry.

 

"Our clients are focused on driving performance improvement for their contact center operations. Improving call center retention is a critical goal we share with our clients," said Jeff Furst, President and CEO of FurstPerson.

 

From the research findings, FurstPerson notes the importance of "updated Best Practices for using validated pre-screening tools to qualify call center job candidates."

 

The report also concludes a link between call center retention and time on the job, as well as the use of pre-screening tools to reduce call center turnover.

 

"This research, building on our previous work in reducing call center turnover, provides new links between time on the job, new hire attrition rate, and how the hiring process intersects these two scales. The new research demonstrates that proven assessments play a powerful role in predicting the early success of the agent," said Furst.

 

Click HERE to download the report.