Second Annual FurstPerson Contact Center Recruitment & Compensation Survey Forecasts Increase in Hiring by More Than 10 Percent


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Second Annual FurstPerson Contact Center Recruitment & Compensation Survey
Forecasts Increase in Hiring by More Than 10 Percent in 2010

68% of contact center leaders expect hiring volume growth by 14 percent over
next 12 months

CHICAGO – DEC. 15, 2009 – FurstPerson, a Chicago-based company that provides
pre-employment hiring solutions to the contact center industry, today
announced the results of its second annual Contact Center Recruitment and
Compensation Survey. Despite the rise in North American unemployment rates,
the survey found that approximately 68% of contact center leaders forecasted
an increase in hiring volume over the next 12 months – an increase of more
than 10 percent from 2008. The survey polled leaders representing more than
100 contact centers and highlights business practices throughout the U.S.
and Canada to help contact centers find, hire and keep the best talent.

The survey highlighted many noteworthy results concerning attrition.
Compared to 2008, 2009 voluntary turnover was consistently lower, suggesting
that contact center employees are more reluctant to leave their positions.
The current economic conditions may be driving reduced voluntary attrition.
Consistent with 2008, a center’s attrition rate is negatively related to a
center director’s tenure. Additionally, the overall average cost of
attrition in North American contact centers was $4,284.73 per agent which is
22% lower than 2008. Last, the most productive sourcing strategies remained
the same from 2008 to 2009, including employee referrals, national job
boards, company Web sites and print ads.

“As companies prepare to staff up for the coming year, they will have to
weed through an even deeper pool of applicants due to the economic
downturn,” said Jeff Furst, president and chief executive officer of Furst
Person. “Hiring wisely is still of tantamount importance and this survey
clearly reveals the high costs associated with turnover and attrition.
FurstPerson’s focus is to be a hiring support solution for managers so they
can add talent smartly – quality talent which will help them maintain high
customer service levels.”

FurstPerson is making a new white paper available: “Five Things You Should
Know About Contact Center Recruitment and Compensation,” which covers the
most productive sourcing strategies; hiring projections; the top reasons for
employee turnover; the average cost and rate of attrition; and, average
wages for contact center employees. This complimentary paper can be
downloaded at

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


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