Increase your Service Advantage: Innovations in Agent Hiring

©
2014
HireIQ
Solutions,
Inc.
All
rights
reserved
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Executive
Webinar
Series
Increase your Service Advantage:
Innovations in Agent Hiring
Will
start
shortly.

©
2014
HireIQ
Solutions,
Inc.
All
rights
reserved
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

©
2014
HireIQ
Solutions,
Inc.
All
rights
reserved
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.

The Next Generation of Agent Hiring
Keith Dawson
Practice Leader, Customer Engagement
March 26, 2014
4 © Copyright Ovum. All rights reserved. Ovum is a subsidiary of Informa plc.

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
5 © Copyright Ovum. All rights reserved. Ovum is part of the Datamonitor Group.

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?

Recruitment is a major headache
What are your major pain-points with regard to your in-house call centre?
Hiring good agents
Technology reliability
Maintaining high service quality
Cost control
Managing multiple channels
Retaining good agents
Multilingual agent availability
Agent training
Establishing reliable service level metrics
Agent incentivisation
Ability to mine customer data
Compliance demands
Ability to keep up with CRM technologies
Ability to invest in new CRM technologies
2.00 2.25 2.50 2.75 3.00

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 …

The lifecycle of a call center rep
Before the
first call
Moving up
or moving
on
Time on the job

The lifecycle of a call center rep
Before the
first call
Moving up
or moving
on
Time on the job
Recruitment
Pre-hire
assessment
Training /
Incubation

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
Cloud costs to the hiring process
• Distributed infrastructure enables a wider net without adding

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

How it affects the customer experience
Operational Benefits Improved
• Training $ savings
• Shorter incubation
• Better adaption to company
• Lower turnover
• Propagation of best
practices
Customer
Experience

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

Questions?
Contact Information
Keith Dawson
Practice Leader, Customer
Engagement
646-572-3209
keith.dawson@ovum.com
Twitter @keithdawson

©
2014
HireIQ
Solutions,
Inc.
All
rights
reserved
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

Automate
the
Screening
Process
©
2014
HireIQ
Solutions,
Inc.
All
rights
reserved
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%

©
2014
HireIQ
Solutions,
Inc.
All
rights
reserved
HireIQ
Solutions,
Inc.
Headquarters
1101C Cambridge Square
Alpharetta, GA 30009 USA
Tel: +1.678.279.2830
@hireiqinc
HireIQ
Solutions
www.hireiqinc.com
info@hireiqinc.com

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