- Posted by Vidcruiter
- On February 3, 2014
- 0 Comments
How Automated Hiring is Reshaping the HR Side of Managing a Contact Center
Although technology continues to infiltrate and enhance the life of humanity, one thing it hasn’t been able to change is the desire for customers to talk to a real person when they call a company on the phone. Call centers continue to be the solution that satisfies this need. When operated effectively, they prove vital to many companies, helping to provide a higher level of customer service by allowing customers to reach a live agent. Unfortunately many centers suffer from tight budgets, high turnover rates, and under performing staff, ultimately conflicting their purpose. Contact center recruiting software brings a high ROI to organizations that implement it by ensuring that only the best candidates are hired.
Why Recruiting for Call Centers is so difficult?
High turnover rates continue to plague the call center industry. While many place the blame on the stressful working environment, the source of the problem can be clearly identified as the difficulty of finding the right people for the job and the ultimate failure to do the same. It’s true that having to deal with angry, impatient, down-right rude customers can make work more stressful. This is in addition to any pressure from quotas or performance measures that may be imposed. Moreover, center managers generally have a reputation for increasing workplace tension, but ideal candidates do exist and they can handle all the aspects of the job.
A better outcome comes from hiring the right employees. These are those that have the required skills and are intrinsically motivated. Resumes, applications, and face-to-face interviews may not be enough to help hiring managers and HR personnel pick up on the necessary traits that will make or break a successful candidate, but choosing wisely is made easier when automated contact center hiring software is used.
Staffing a Contact Center By Way of Automated Hiring
The traditional hiring process in most places entailed starts with phone screening, often automated. If there’s enough response from the position advertisement, the result is a mailbox full of messages. These voice messages get listened to and sorted one at a time, narrowing down the list of applicants, followed by inviting the remaining hopefuls to further testing and interviewing. There may also be some background and drug screening involved.
It would seem that the process would be thorough enough to produce the right candidates, and sometimes it does, but the high turnover rates that persist in call centers is proof that it’s simply not effective enough. There’s hidden error in the process, not to mention the fact that some centers are so desperate for staff that just about anyone who applies gets the job. Yet, that desperation is the result of many rounds of mis-hiring.
With contact center recruiting software, no HR personnel or manager ever has to spend time wading through oceans applications and voice messages from the wrong candidates. They don’t get burdened with having to choose the best of the worst at the expense of the company. The software does the sifting and they get to pick from a pool of those most likely to succeed.
Now the process is that potentials find out about the job opening and apply by phone. From there, it’s the system that sorts through the candidates, notifying those in charge of hiring only of those who fit the criteria. Since it’s a computer program, the system can be set to be more rigorous than any HR manager ever could, by screening more thoroughly for things like quality of voice and pronunciation. This automated contact center hiring software is much different from automated phone interview systems because of its ability to score and screen out.
Even More Benefits of Contact Center Recruitment Software
Automated hiring instantly makes finding the right staff for a call center much easier, but the benefits don’t stop there. Since getting great employees becomes so simple, it means less resources have to be devoted to human resources. This is ideal for those centers on a very tight budget, which most of them are.
The software also effectively reduces turnover rates because mis-hiring can be avoided. Instead, the staff brought in do an excellent job, boosting customer satisfaction, productivity, and enhancing the success of the organization.
Moreover, the use of automated contact center hiring software is a legally defensible hiring process. This means no need to sacrifice doing what’s right for the company for the sake of being fair. Instead, the best of both worlds can be enjoyed.
Are there Any Limitations or Disadvantages to Automated Hiring?
The many benefits, such as better staff, lower costs, a higher level of customer service, increased productivity and performance, and so on make contact center recruiting software seem like an instant winner. However, this doesn’t bring rest to the minds of the skeptics. Surely, there has to be some sort of downside.
One thing automated hiring can’t do is guarantee more applicants. In some markets, there is steep competition amongst call center employers for the available workforce. However, use of an automated system for hiring has been shown to dramatically increase the number of applications received.
Where a center is short on staff and suffering from having few applicants, use of this software is only a part of the solution. The other part would be implementing a recruitment plan that includes a wide variety of outlets and taking measures to appeal more to generation Y.
FIND OUT HOW TO AUTOMATE HERE: AUTOMATED CALL CENTER HIRING
Hiring the wrong recruits does more than increase turnover rates while lowering customer satisfaction. Recruitment in itself often proves to be quite costly and failing to hire effectively means that the funds spent have gone to waste and even more has to be spent. Unless the hiring process is improved, the downward cycle could be an endless one; until the center finally reaches the bottom.
Automated hiring software has the power to rescue troubled call centers by helping to get the right candidates into place. It makes it easier for a center to build an impressive reputation for not only delivering excellent customer service, but also a great place to work, as people find out that the center’s team is friendly, motivated, passionate about work, and one they’d like to join.