ICMI's Customer Management Insight - April 2008 - (Page 44)

EXPERT’S ANGLE This early assessment helps you efficiently and effectively create a manageable pool of reasonably qualified candidates. 1. THE (UN)TRUTHFULNESS OF RESUMES. Resumes are not legal docu- The Pitfalls of Screening Resumes Some call centers start the screening process with the resume. Whether reviewed by humans or scanned by word-search software, screening this way can yield questionable results. If you aren’t already familiar with word-search technology, these software systems quickly scan electronic resumes for specific words or phrases of interest to the call center. They take the pressure off your HR staff by doing what would be otherwise time consuming and tedious to humans. Unfortunately, reviewing resumes either by humans or high technology suffer from two big shortcomings. ments like application blanks. While applicants must attest to the truthfulness of the information they provide on application forms, resumes often receive looser treatment. The resume’s truthfulness, the information included and information excluded are all controlled by the individual. It is no surprise that some people fudge work qualifications and use ambiguous or fluffy phrases. Resumes have, unfortunately, earned a reputation as “great works of fiction. ” 2. INCOMPLETE OR CONFUSING CONTENT. Since applicants decide what But you need that information. Some people may pass this qualification in the resume review, even though you find out later they don’t meet this criteria and are screened out. Another problem is confusing statements. For example, “expert in customer relations management” is incomplete information. You don’t have the ability to clarify this important statement so people with this statement once again pass the resume evaluation. Later you find this statement is totally unrelated to your center’s needs. EARLY SCREENING ON RELEVANT QUALIFICATIONS to include and exclude from their resumes, you may not get information necessary to make a decision on basic qualifications. A good example is the formal declaration of reliable transportation to your center. It’s never offered in a resume. The ideal early screen collects information that you need to qualify people on the most basic hiring criteria. Your early assessment system should overcome the inherent problems of the resume but offer convenience to applicants. Here is M HOW TO DEVELOP AND MAINTAIN AN EFFECTIVE EMPLOYEE REFERRAL PROGRAM GIVE YOUR TEAM A SUCCESS PROFILE that differentiates qualified candidates from unqualified ones. Your better agents may have an idea of what they should be looking for, but a well-crafted document can highlight important skills, abilities and personal characteristics. PROVIDE GUIDELINES on how to… • Start the conversation about working in a call center. Provide easy phrases to help your agents bring up the topic and converse in a friendly way. • Describe the job. This could be packaged in a Frequently Asked Questions (FAQ) sheet to help your agents keep on message. • Apply for the job. Provide your agents with a guide on how referrals should apply for the job. OFFER A MEANINGFUL MONETARY REWARD. Using money rewards may make you cringe, but the business logic is straightforward: You are motivating part-time recruiters (agents) to cull through possible candidates to find really good applicants on their own time; the cost is less than Internet advertising costs and payroll costs for recruiters to cull through a pile of electronic resumes. This type of recruiting program can have significant return on investment. Monetary rewards should be… • Contingent on a successful hire. If the center pays for any referral that just shows up, then you’re paying just for a warm body, not a successful newhire. Your criteria for pay-out comes when the referral completes training or when he/she stays three months on the job. • Large enough to motivate participation. Is a $50 reward a strong incentive? Not like a $1,000 pay off! Agents will perceive the big bucks amount as a real bonus, not a token “thank you. With a token ” icmi’s insight www.icmi.com | APRIL 2008 44 http://www.icmi.com

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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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