Recruiting and Retention Practices Assessment
Reducing turnover and retaining your top performing employees begins with the hiring process. Much like a comprehensive sales process, Contact Center recruiting begins with identifying the best prospects, qualifying them effectively, closing the deal and following up with excellent ongoing “account management”.
A Recruiting and Retention Practices Assessment is a quick review of the recruiting, hiring and retention programs in place at your Contact Center. In just a few short days, you can have a roadmap that clearly highlights the strengths and weaknesses of your current approach, the places where significant improvements could be made, and specific recommendations for the practices, tools and measurement systems you should consider to implement them effectively.
Recruiting, hiring and retaining high quality Contact Center employees should be approached as an integrated system, not as a series of discreet and independent steps. Such a system will normally include:
- Clearly defined job descriptions for each position.
- A recruiting “template” describing the characteristics of the ideal candidate in quantifiable terms, and the definition of target demographics and resource pools upon which you will focus your efforts.
- A formal interview process designed to obtain all relevant information regarding candidates’ past, present and likely future performance.
- A specific, quantified coaching plan for each new hire in addition to an effective orientation program.
- Ongoing feedback, reward and recognition programs.
Interviewing new hire candidates, conducting meaningful performance reviews and providing constructive, actionable feedback to employees is often among Contact Center managements least favorite tasks. It is also perhaps their most important job responsibility. Cost issues aside, the disruption and loss of knowledge and experience caused by unnecessarily high turnover rates reduces the effectiveness of the entire operation. It need not be this way. Tyche consultants can supply the information and tools you need to turn employee tenure management from an unpleasant task into a routine, effective and mutually rewarding process.
If there is a “system” for hiring and retaining great people you haven’t seen it… but now you know!