ICMI's Customer Management Insight - April 2008 - (Page 39)

EXPERT’S ANGLE CONTINUALLY IMPROVE THE RECRUITING PROCESS One of the key benefits of using assessments is that they offer a solid platform from which you can improve your company’s recruiting efforts. With an objective assessment, you will begin to gather hard data that you can analyze and use to refine your process, thereby continually improving accuracy in determining quality candidates. Recommendations Most companies already put tremendous effort into the workforce planning process for call centers. These plans are based on carefully refined and analyzed historical data, which allows managers to predict volume and establish performance metrics. Now it’s time to bring this same discipline into the selection process. There’s hard science that consistently demonstrates that preemployment assessments can help achieve a higher yield of more qualified candidates. Job analysis offers a consistent way of understanding the skills and attributes required by a position — particularly the skills and attributes demonstrated by high-quality employees who choose to stay with your organization. As Johnson relates, “Training employees to prepare for licensing exams is very costly — in both time and money. Terminating employees because they don’t pass exams is something we want to avoid. ” While recruiting high volumes of employees is always a challenge, with the right assessment process, you can dramatically improve the quality of your candidates and reduce the tremendous waste associated with poor performance and high turnover. And, when management asks you hard questions, you’ll be in a position to show a pattern of consistent improvement — and back it up with hard data. That’s a good position to be in when the stakes are high. • KATE DONOVAN is Senior Vice President at Veritude. www.veritude.com Need knowledge Go to the best place on the Internet for fast help with your call center management needs Learn how to implement needs. call center management solutions that really work! now? www.icmi.com/ccko .icmi.com/ccko icmi’s insight www.icmi.com | APRIL 2008 39 http://www.veritude.com http://www.icmi.com/ccko http://www.icmi.com

Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - April 2008

ICMI's Customer Management Insight - April 2008 Operations: Small Call Centers, Big Potential Ad Index Contents Editor's Page Contact Center Spotlight People: Assessment Tools Recommended Reading Technology: Speech Recognition Special Feature: Best of Show Strategy: Service-to-Sales Success Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings Experts Angle - Speech Analytics: Uncovering the Voice of the Customer

ICMI's Customer Management Insight - April 2008

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