Contact Center Pipeline August 2022 August 2022 - Page 22

TALENT MANAGEMENT

ILLUSTRATION PROVIDED BY ALISA _ RUT ADOBE STOCK

TRANSFORMING TALENT MANAGEMENT AT HOME APPLYING INTELLIGENT INTERVIEWING , AQM , AND IVA SOLUTIONS ARE KEY .

BY PAUL NOONE , VERINT

Organizations are now well in their third year of operation in the remote or at-home / workfrom-home ( WFH ) contact center environment . And they are working to devise sustainable workforce management ( WFM ) strategies .

In today ’ s challenging job market , it ’ s crucial for organizations to attract , nurture , and retain quality talent .
Paul Stockford of Saddletree Research had stated : “ The effective management of any contact center workforce , and the greatest chance of providing the customer with an optimal service experience , requires the contact center to have the best possible employees in agent seats at any given time .”
New artificial intelligence ( AI ) -infused technology solutions are becoming fundamental to help secure and onboard the best talent and ensure their ongoing
22 CONTACT CENTER PIPELINE development and engagement in the WFH contact center . Particularly when these employees may never set foot in a brick-and-mortar office to meet faceto-face with recruiting and training personnel , supervisors , and managers .
START WITH STREAMLINED AND SOPHISTICATED HIRING
In developing effective workforce strategies , a logical place to start is the hiring and agent onboarding process .
The cost and effort to hire and onboard new contact center agents is not insignificant : especially when the industry ’ s historically high turnover rates are taken into account .
The National Association of Call Centers estimated the cost of agent replacement to be $ 6,500 including sourcing , interviewing , hiring , onboarding , and training . With annual contact center attrition rates ranging from 50 % to 120 % the ability to identify and hire candidates who will perform well and stay on with an organization is paramount .
For a typical contact center , it takes on average 10 on-site interviews per hire , and , between five to seven weeks to recruit , hire , onboard , and train a new agent . You can imagine the additional challenges this presents for organizations with large contact centers that require high volume hiring , such as seasonal retail businesses and large financial institutions with significant back-office operations .
The WFH workplace can be an advantage from a hiring perspective . Now organizations can look beyond geographic boundaries to attract and hire qualified candidates . However , it also necessitates new tools to interview , assess , and onboard candidates virtually .