Distributed Recruiting Addresses Sourcing Challenges for the Virtual Contact Center
February 26, 2015
February 26, 2015
As the at-home model for contact centers evolves, there are specific advantages unavailable to the physical contact center. One such advantage is distributed recruiting. A virtual contact center has the ability to recruit from an almost unlimited geography, in comparison to a physical call center that typically contains its search within an approximate 30-mile radius from its location to allow for commute times.
Where agent attrition is ranging as high as 50%, depending on the environment of a physical call center, imagine the difficulty in finding qualified agents when you have a few thousand candidates. Compare that to the extensive talent pool that includes the 300,000 applications that Sykes receives each year for virtual agent positions. Rather than scrambling to find the best from limited options, this enables us to be highly selective to ensure the right match of candidate to program and interaction requirements.
Distributed recruiting also attracts a more highly qualified applicant. Consider the marginalized workforce that includes the disabled, parents, those affiliated with the military, and retirees. Additionally, an evaluation of virtual contact center workers finds that they are more highly educated, more mature and have extensive work experience, resulting in the creation of a very strong talent base.
In the best approach, distributed recruiting will be conducted in a totally virtual environment. Due to the increased size of the talent pool, we’ve developed and use a practice we call the Science of Selection. In order to match the best candidates to positions, we’ve found that utilizing a multi-step matching process yields the most productive, qualified talent selection.
Science of Selection
Career Options and Impact Are Key to Agent Retention
Once you’ve hired the best, you want to be sure to keep them. Recent research conducted by Frost & Sullivan found that career options, the understanding of the business’ goals and personal objectives and the ability to impact their work environment are three factors that play into the extended tenure of contact center agents. All of these factors are also critical to the success of a virtual contact center.