Improve Call Center Hiring with Pre-Employment Screening
The author of this article sites a problem with retention in the call center industry cites a FurstPerson white paper discusses methods of raising the retention rate for this industry. One the ideas is to conduct pre employment screening and offer various pre employment screening tools for a call center to employ. A pre employment screening program can give you a better understanding of who you are hiring.
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.
