New white paper reveals that the home agent model has deeper talent pools
& highlights keys to home agent hiring success
CHICAGO – NOV. 2, 2009 – For companies to continue to hire the best talent
for their home agent centers, FurstPerson, a Chicago-based company that
provides pre-employment hiring solutions to the contact center industry,
theorizes that they need to be selective on who to hire, hire quickly, and
conduct this process objectively. FurstPerson recently published a white
paper “Are Home Agent Job Candidates Better?,” that explores this topic and
offers solutions.
Over the last several years, the home agent model has been adopted by many
contact center organizations. More and more organizations are implementing
a home agent model to either replace or complement the traditional brick and
mortar organization. Many contact center leaders agree that the home agent
model offers operational advantages compared to traditional brick and mortar
models and even some off-shore arrangements.
In fact, these organizations have documented the performance improvements
that the home agent model delivers over the traditional brick and mortar
model. Some contact center leaders link these operational gains to more
talented candidates available in the home agent market compared to the
traditional brick and mortar market. By mastering the decision-making
process around which of these candidates to hire, the company can experience
increased customer satisfaction while keeping agent churn to a minimum.
“In this competitive climate, companies are turning to the home agent model
more and more to ensure high levels of customer service with greater
operational efficiency and lower cost structure,” said president and chief
executive officer (CEO) Jeff Furst. “The large supply of home-based agents,
however, can present hiring challenges when it comes to selection. At
FurstPerson, we specialize in providing an automated, predictive hiring
solution that quickly maps to an organization’s validated hiring process.
Managers are then armed with more objective, complete information upon which
to make those important hiring decisions.”
In this white paper, FurstPerson:
. Discusses how organizations are now using the home agent model in
contact centers;
. Reviews the two primary home agent models (hub and spoke vs. virtual
agent models);
. Highlights financial benefits gained from using the home agent model;
. Compares the home agent labor pools and candidate quality; and,
. Outlines keys to home agent hiring success for optimal performance.
To download this free white paper, click here, and to find more than a dozen
other white papers on improving new hire retention, visit FurstPerson’s
resource library.
About FurstPerson, Inc.
FurstPerson operates a Software-as-a-Service (SaaS) contact center hiring
system called 1stHire that is used in over 600 locations across North
America, Europe, and Asia. FurstPerson’s contact center solution includes
contact center simulations, problem solving tests, personality tests, and
analytics that are all integrated into a hiring solution that enables
contact center hiring managers to reduce contact center turnover and hire
individuals that perform better on the job. For more information, visit
http://www.furstperson.com.
###
