Tag Archive: Call Centers

  1. Early Stage Attrition in Call Centers ” Why Employees Leave Within the First 90 days

    What causes early stage attrition and employee turnover in call centers?

    Depending on the source of the statistics, the average turnover rate for all employees within the first 90 days is 33-percent, but the number can jump to 45-percent for call centers. This is an expensive proposition for employers. Various studies have found the cost to replace an employee can cost the employer approximately 33-percent of the employee’s annual salary. ZipRecruiter says the average call center job pays $18 per hour in the United States, so replacement cost is over $12,000 for a full-time frontline employee.


  2. Invest in Pre-Hire Assessments to Save Money & Improve Company Culture

    Pre-employment Assessments Save Money & Improve Company Culture

    There’s more information about job candidates available in today’s social media world than was available even a decade ago, and many recruiters make use of personal profiles to determine if a candidate is a good fit for a job. This approach isn’t exhaustive, though, and it’s essential to remember that appearances can be deceiving.

    You need better tools in the hiring process

    What if you had access to a call center test simulation or pre-hire talent assessment?

    Assessments such as these can help you determine if a given candidate is the right fit for your job. Known as candidate assessment testing, these pre-hire tests are designed to give recruiting and hiring managers a basic idea of a candidate’s personality and work disposition. Talent testing tailored to your industry can also help you determine if applicants have the knowledge and skills to excel in a given position.


  3. Gen Z is Here and Bringing Implications for Hiring Assessments

    what are Gen Zers thinking and expecting in terms of employers and work?

    They will comprise at least 20% of the workforce by the year 2020

    Here they come ” knocking at your recruiter’s door (so to speak)! Born in 1997 or later, the first group of Gen Z college graduates will soon be ready to start their careers, and projections indicate they will comprise at least 20 percent of the workforce by the year 2020. If you have not considered what Gen Zers are thinking and expecting in terms of employers and work, then you likely have not begun adapting your talent system to recognize their differences and the changes they will bring to your operations. Every element of your talent management process ” recruiting, hiring, developing, managing, engaging, assessing ” needs to take Gen Z into consideration to successfully compete in the labor market.


  4. Empower and Motivate Frontline Employees With These Helpful Tips

    Properly motivated and educated frontline employees provide better customer service

    The cornerstone of any successful business is a great group of employees. The employees you hire will represent your company in dealings with potential and existing customers. The staff you have on the frontline will need to be properly motivated and educated in order to provide customers the top-notch service they deserve.


  5. 7 Tips for Reducing Call Center Attrition & Turnover Rates

    how to fight attrition and bring down overall turnover rates

    There is no denying that call centers have one of the highest turnover rates of all industries.

    In fact, attrition rates for call centers fall anywhere from 35 to 40 percent, depending on the study. Whether your company’s attrition rates rank at the higher or lower end of this range, it is still cause for concern and it requires immediate attention.

    You don’t have to settle for high attrition rates. These tips can help you develop business practices that can fight attrition and bring down your overall turnover rates.


  6. Pre-Hire Job Simulation Assessments: A Win-Win for Employer and Candidate

    Benefits to Both Employers and Job Candidates When Using Job Simulation Assessments

    Due to today’s fiercely competitive job market, employers are using a variety of hiring tools, such as interviews, pre-hire assessments and Application Tracking System (ATS) software to identify and attract top talent candidates. One hiring tool that is becoming increasingly popular is job simulation assessments. According to a recent study, more than 50 percent of employers are now using job simulations during the hiring process.


  7. Pre-Hire Simulation Assessments: Good for the Employer AND the Job Candidate

    Pre-Hire job Simulations Have benefits for both employers and candidates

    Employers who use pre-hire simulation assessments are sold on the advantages they deliver during the hiring process, but do you realize they are just as important to the job candidate? Multimedia simulations, coupled with other skills and personality assessments and interviews, offer your hiring managers and job candidates the critical information needed to make good decisions during the hiring process.

    Simulation assessment analytics help you determine if you want to hire a particular person. However, the simulation experience also helps the interviewee decide whether the job fits preconceived ideas about the company brand and job requirements that drove the person to interview in the first place.


  8. Transforming Cultures of Call Center Attrition – Part 3

    Today, this series concludes with a look at a practical way to slow the cycle of attrition and improve overall “fit’ between employees and centers of employment. No matter which of the factors of competition, role equity, recruitment, workplace environment, job design or leadership are primarily responsible for attrition growth, there are effective, industry-proven approaches to ensure that healthy inputs (i.e. – people) move to deliver healthy outputs (i.e. – performance and culture).