May 12, 2015
More and more companies are taming the paper tiger and moving to greener methods of record keeping. And, as a result of more advanced technology, many are also placing more emphasis on data projections and analytics. Why? Because they work. Many of us wish we could have a crystal ball when it comes to hiring, but that’s just not feasible. The value that data can deliver is…
The Abracadabra of Analytics
Companies are increasingly turning to data to understand employee interactions and productivity. From observing new employees during their first few days at a company to identifying areas for improvement, analytics are being use to pinpoint inefficiencies and streamline workflow processes.
For example, imagine having the ability to see that a potential hire is most productive between 9 a.m. and 2 p.m. from Tuesday through Thursday? This type of insight could encourage management teams to set internal deadlines for immediately after that time block on each of those days to ensure projects are completed in the most efficient manner.
What Does the Ideal Customer Service Employee Look Like?
Aside from predicting such specifics, analytics can also help to more broadly predict which candidates have the highest chances of succeeding or making promotion. For instance, Evolv, a business consulting firm, learned the following from data about what types of things predict how well someone will do in a customer service type position. By employing the use of big data it learned that:
- Personality matters a lot: Creative types tend to stick around for more than six months, while inquisitive people often don’t.
- Distance counts: Individuals who live near a job and have a reliable form of transportation are more likely to stick with it.
- Choose your browser wisely: Hiring companies found that individuals who filled out job applications using deliberately installed browsers, such as Firefox or Chrome instead of Internet Explorer, performed better and changed jobs less often.
- Previous assumptions may be off-base: For some types of customer support positions, employees with a criminal background actually perform a bit better, while job-hopping candidates show no difference in attrition than those who have a solid work history.