Call Center Operations

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October 24, 2011

Call Center Operations Benefit from Knowlagent Hiring

By Susan J. Campbell, TMCnet Contributing Editor


Identifying the right agent for the job is a constant challenge within call center operations. When the hiring and assessment process is automated, however, this task can help to reduce early agent attrition by as much as 40 percent. 

This was the finding by Arvato Digital Services as a result of working with Knowlagent to enhance the company’s call center operations. A technical outsourcer, Arvato Digital Services provides world-class customer service as way to achieve differentiation in the market. To provide this level of service, however, the company must have agents who are well-equipped to handle customer inquiries and deliver technical support at each step of the value chain. 

To support call center operations customers on five different continents, the very best agents in the business must be on staff. Arvato found that identifying and hiring such high quality agents proved to be a challenge and the company struggled to improve its hiring process. A key goal was to provide agents with an application that would match its approach to customer service excellence. The right solution to support its call center operations not only needed to educate candidates, it also needed to demonstrate a commitment to the company’s overall success. 

The optimal choice was the Knowlagent Hiring call center operations solution, a scalable hiring process that could enable effective decision-making for candidates and recruiters. This approach to recruiting and hiring helped to reduce the company’s overall costs associated with agent attrition. With the implementation of this solution, the company had the necessary tools to set realistic job expectations for agents that would enable them to assess these individuals for skill and job fit. 

Once the Knowlagent Hiring procedure was in place, Arvato recruiters were able to quickly identify the candidates who were not qualified or capable of job-specific behaviors. As a result, recruiters could more effectively focus on those candidates who were most likely to succeed, making them more efficient. In the end, agent attrition was reduced and performance was improved overall. 

The impact of this call center operations deployment option was significant in that the number of agents who left their jobs within 90 days of being hired was reduced by 40 percent. Recruiters today are able to quickly identify agents who present the best fit and eliminate any of those who lack the necessary skills and personality traits for the job at hand. 

Other benefits from this call center operations solution included an expected annual cost savings as a result of reduced early attrition numbers that reached as much as $2 million; automated assessment processes replaced those manual screening tasks to consistently eliminate candidates not well suited for the job; and a hiring process that successfully educates candidates and demonstrates their commitment to success. 

The call center operations within any organization are only as good as the agents managing customer interactions. With Knowlagent Hiring – you’re call center is well equipped to drive only high quality recruiting and hiring processes
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Jamie Epstein




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