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Social Media Impact on the Call Center Industry
Chris Bracken, CEO
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Our Social Media Info:
Hash Tag: #ATAExpo
twitter.com/callmestaffing
facebook.com/callmestaffing
linkedin.com/in/wcbracken
twitter.com/samfalletta
inceptsaves.com/facebook
linkedin.com/in/samfalletta
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Why Social Media?
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Background
500,000,000
75,000,000
60,000,000
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Background:
Why Social Media?
Expanding your reach.
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0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
LinkedIn Facebook Twitter Blog None
Background: What sources
are being used for recruiting?
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Before we get started
3 keys to successful online recruiting
Ownership Who owns your online efforts for your company?
Analysis Must understand your cost/applicant & cost/hire data.
Automation Link to your ATS.
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Sharing your Jobs
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Real World: Howto use
Facebook to recruit for
your Call Center
Key points:
Engage with your followers
Dont be a spammer!
Tools for posting your jobs
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Howto post jobs to
Key points:
JobMagic - Paid service.
Allows social sharing of jobs and
has ATS included.
Does not drive traffic to your
site, potential for less
engagement.
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Howto post jobs to
Key points:
RSS Feed Free but requires
some technical knowledge.
Requires ATS that generates XML
or RSS feed of your jobs.
InputRSS feed to get jobs listed
on company page.
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Howto post jobs to
Key points:
Link to job Free & easy.
Requires manual input every
time you wantto post a job.
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Real World: Howto use
Twitter to recruit for your
Call Center
Key points:
Engage with your followers
Dont be a spammer!
Tools for posting your jobs
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Real World: Howto use
Twitter to recruit for your
Call Center
Key points:
Allows for easy posting &
scheduling of messages Allows for click tracking on links
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Real World: Howto use
LinkedIn to recruit for your
Call Center
Key points:
Leverage your professional
network. Typically more geared towards
professional positions.
Careful! This isnt Facebook no
bathing suit pictures!
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Real World: Howto use
LinkedIn to recruit for your
Call Center
Key points:
Can be used for Active & Passive
candidates. Keyword, location and
background search.
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Real World: Other Tools
Key points:
Great for engagement
Go into detail as to why yourcompany/job is great.
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Analysis
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Real World: Analysis
Key points:
Google Adwords
Incredible analytic capabilities for free! Target specific keywords
Drive traffic
Track conversions
CPC pricing
Conversion pricing
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Real World: Landing Pages
Key points:
Clear and concise.
CTA is focus of page. Easy to A/B test and track conversions.
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Wrap up -
Remember the 3 keys to successful
online recruiting
Ownership Who owns your online efforts for your company?
Analysis Must understand your cost/applicant & cost/hire data.
Automation Letthe technology work for you.
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In times of change learners inheritthe earth; while the learned find themselves
beautifully equipped with a world that no longer exists.
-Eric Hoffer, Author 1902-1983
The times they are a changin
-Bob Dylan, Legend 1941-?
Social Media for Employee
Retention-
Background
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What are we trying to
accomplish?
Social Media Project Goals
Develop a social media offering forIncept clients
Reduce employee turnover
Increase employee engagement
with the Incept brand
Critical Areas to Consider
Technology is an accelerator
What is your companys level oftransparency?
Who will lead the strategy?
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Solution:
Address the problem
internally
Open lines of communication within the
company
Facilitate and maximize organizational
culture
Identify and empower- Agent Zeros
Increase organizational transparency
Expand online presence
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Who?
Internet Conversational Marketing Experts
(iCME)
A team of individuals inside and
organization, who have the
talents, experience, passion, and training
to utilize social media tools, in order to
build and maintain relationships on behalf
ofthe brand
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iCME Assessments
Personality Assessments
Myers Briggs Type Indicator
Multi-tasking Assessments
Exercise adapted from: Dave
Crenshaws The Myth of
Multitasking: How Doing it all Gets
Nothing Done
Qualitative interviews focused on
technology adoption and aptitude
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Social Media Content
Engineers
3 individuals serve as content engineers
Multiple other content creatorsdiscovered
Brief definition of role:
Execute the proposed social media
strategy as team leaders
Administer online presence andcontent strategy
Track and report established metrics
Coach others in the organization on
utilizing the social outposts
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What?
Facebook as cultural hub
Focused on internal communication
Externally visible for organizationaltransparency
Baseline metric goals
Increase page engagementwith
CMEs, Management and potential
employees Increase CME feedback on contact
center initiatives
Growthe fan base with potential job
applicants
Reduce turnover
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Facebook Enhancements
Poll Daddy
YouTube Channel Integration
Events
Networked Blogs
Discussion Board
Reviews
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Facebook content
Client news/ Industry news
Company news
Local information
Employee recognition
Weekly High performer video
Employeet
alent
show
case Anniversaries
Request for applicants
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How?
Google Reader and Dashboard
Hootsuite
Twellow
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Additional Tools
Tubemogul
Collaborative Blog
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Facebook Fan Base
Engagement
Fan Base weekly interactions
have grown by 545%
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Impact on Turnover
Reduced turnover by more than
half
Based on originalassumptions, reduced cost more
than $100,000 so far in 2010
Total investment of less than
$15,000 externally and 600 hours
internally
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Wrap Up
Technology is an accelerator
Define your limits early in the process
What are you afraid of?