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Executive Webinar Series
Increase your Service Advantage: Innovations in Agent Hiring
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A little housekeeping… × All participants will be on audio mute for the
duration of today’s webinar. × If you have a question, please use the Q&A
window in the WebEx pane on the right side of your screen.
× This webinar is being recorded and will be available on our website: www.hireiqinc.com by March 28.
× Copies of the slides and Q&A will be provided to all participants
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Keith Dawson Practice Leader, Customer Engagement Team Ovum
Keith covers contact center technologies, including infrastructure, software, and services. His particular interest in recent years has been the customer experience: how to measure it, and how companies can use the contact center to manage that experience to their advantage. He also covers emerging service delivery technologies, including speech analytics and proactive outbound and advanced workforce optimization tools, all with an eye to understanding how organizations can best allocate resources and optimize customer satisfaction. He speaks frequently on these topics at industry conferences and webinars.
© Copyright Ovum. All rights reserved. Ovum is a subsidiary of Informa plc. 4
The Next Generation of Agent Hiring
Keith Dawson Practice Leader, Customer Engagement
March 26, 2014
© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group. 5
Focus points
§ The relationship between agent performance and customer experience
§ Is there one?
§ Can it be managed?
§ The agent lifecycle
§ What is it, why should you pay attention to it, how can you control it?
§ New technologies for pipeline improvement
§ Casting a wider net means more choice, better options
§ Some best practices in agent pipeline management
© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group. 6
Why it’s better to get it right at the beginning
One Rep Makes 5 calls per hour
= 200 calls per week
= 10K calls per year
= 30k in a typical job
lifetime Big $ at risk
How scared are you that the person you barely know is talking to 30,000 of your customers?
How much is at risk based on the behavior of a $12/hour staffer?
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Recruitment is a major headache
What are your major pain-points with regard to your in-house call centre?
2.00 2.25 2.50 2.75 3.00
Ability to invest in new CRM technologies
Ability to keep up with CRM technologies
Compliance demands
Ability to mine customer data
Agent incentivisation
Establishing reliable service level metrics
Agent training
Multilingual agent availability
Retaining good agents
Managing multiple channels
Cost control
Maintaining high service quality
Technology reliability
Hiring good agents
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The goals of agent onboarding
Get the right number of staff
Ensure they have the best mix of skills
Provide them with the appropriate tools
Measure their performance and ensure consistency
Propagate best practices throughout the pool
Repeat …
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The lifecycle of a call center rep
Before the first call
Time on the job
Moving up or moving
on
© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group. 10
The lifecycle of a call center rep
Before the first call
Time on the job
Moving up or moving
on
Recruitment
Pre-hire assessment
Training / Incubation
© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group. 11
What’s changing in technology
• Ability to hear inside the content of recordings • Isolate variables like language proficiency, clarity, or emotional
responsiveness Analytics
• Measure how well a candidate’s qualities match a profile of the desired agents
• Benchmarking against existing successful agents
Psychological Profiling
• Save recruiters time by only putting promising interviews in front of them
Automated interviews
• Make decisions based on desired KPIs like csat, sales, tenure (as predicted by assessment tools)
Outcome-based hiring
• Distributed infrastructure enables a wider net without adding costs to the hiring process Cloud
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New best practices are emerging
Spend more time on determining important criteria
Audit the existing skills base and highlight replicable qualities
Avoid thinking of hiring as a set of silos
Measure performance and relate back to hiring process
Don’t just leave pipeline management to HR
© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group. 13
How it affects the customer experience
• Training $ savings • Shorter incubation • Better adaption to company • Lower turnover • Propagation of best
practices
Operational Benefits Improved Customer
Experience
© Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group. 14
Take-Aways
• Have a clear idea of the requirements you need
• Explore the new technology that can shorten and maximize the process
• Look to turnover, sales, csat, recruiter time and other metrics as part of the cost justification for hiring automation
• Continually benchmark actual agent performance with predicted outcomes
• Foster interdepartmental collaboration
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Questions?
Contact Information
Keith Dawson Practice Leader, Customer Engagement 646-572-3209 [email protected] Twitter @keithdawson
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Outcome-Based Hiring Strategies For an Exceptional Customer Experience
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Typical Hiring Process Process
Step Assess.
Test Phone Screen
Phone Int. HR Int.
Supv. Int. Job Offer
Backgr. Check Onboard
Number 1,000 800 520 234 145 102 78 70
Pass Rate 80% 65% 45% 62% 70% 76% 90% ---
Duration (Biz Days) 2 10 6 5 5 2 5 35
$ Per $35 $20 $30 $35 $35 $20 $100 $1,282
Total $ $35,000 $16,000 $15,600 $8,190 $5,075 $2,040 $7,800 $89,705
Add to this: Cost to Source (typ. $750/1,000) Cost of onboarding (range: $2,000 - $6,500 each) Onboarding interval (range: 2 – 6 weeks) Time to proficiency (> 4 weeks)
Impact: Cost of Hire: $3,282 - $7,782 Effective Interval: 13 – 17 weeks
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Automate the Screening Process Process
Step Digital
Int. Assess.
Test Phone
Int.
In-Person
Int. Job Offer
Backgr. Check Onboard
Number 1,000 500 400 220 143 100 85
Pass Rate 50% 80% 55% 65% 70% 85% ---
Duration (Biz Days) 1 2 6 5 2 5 21
$ Per $5 $35 $30 $35 $20 $100 $595
Total $ $5,000 $17,500 $12,000 $7,700 $2,860 $10,000 $50,560
Impact: Cost of Hire: $2,595 - $7,095 Effective Interval: 6 – 10 weeks
Benefits: Cost of Hire reduced by 54% Time-to-hire reduced by 40% Qualified hires increased by 21%
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Outcomes-‐Driven Hiring
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Key Driver: 90-‐Day Retention
90-d
ay “S
urvi
val R
ate”
87% 56%
Before HireIQ
1.6x
17%
5x
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Key Driver: Performance Optimization 4
or 5
Per
form
ance
Rat
ing
(1-5
Sca
le)
Training Training +30 Training +60
8x
Recommended
Not Recommended
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