SlideShare ist ein Scribd-Unternehmen logo
1 von 9
White Paper
                                         Going Home –
                                         Which Road Do
                                         You Take?
                                         Talent Assessment in
                                         the Remote Agent Model




888 626 3412 Toll Free info@furstperson.com furstperson.com   © 2012 FurstPerson. All Rights Reserved.
 



Background
Over the last ten years, interest in remote agent contact center models has steadily
increased. For example, attendance at the 2012 Remote Agent Summit held in
February in Dallas increased by 30% over 2011. And home agent models are not
limited to the United States and Canada. Several firms are operating home agent
models in Europe and a UK version of the US Remote Agent Summit is planned for
July. Michele Rowan of At Home Customer Contacts which hosts the Remote Agent
Summit and Workshops reports that:

       Survey results from the 2012 attendees indicate that their percentage of home
        agent population will double in size from YE 2012 to YE 2013 going from an
        estimated 18% to 36% of their customer contact population.

More companies continue to shift contact center capacity from the traditional brick and
mortar infrastructure to the remote agent model because of the low investment and
high returns.

The value proposition of the remote agent model includes a wide range of operational
areas:
   1. Cost reduction through lower real estate costs
   2. Improved productivity and agent performance
   3. Higher employee engagement
   4. Talent attraction and retention
   5. Business continuity
   6. Preparation for the workforce of the future

In this discussion, we will focus on the talent assessment strategies in the home agent
model. Specifically, we will highlight:

   1.   The competency profile of a successful home agent
   2.   Understanding your recruiting model options – hub and spoke versus virtual
   3.   Preparing for candidate volume in the virtual model
   4.   Odds and ends to consider



Competency Profiles of Home Agents
The remote agent – what makes them different?




                                                                                      

                                                                                           
                                                                                          2
 

When hiring remote or home agents, two questions need to be answered:

    1. Can they do the contact center job?
    2. Can they do the contact center job at home?
    3.
When you are hiring for a home agent role, you are first hiring for a customer care,
support, sales, loyalty, or collections role. You must first understand if the candidate
fits the hiring profile for these jobs. Then, you must understand if the candidate can
perform the job while at home.

We suggest a convenient 4 Quadrant framework to understand the competency profiles
of each remote agent contact center job.

 
                                        Four Quadrant Model: Matching Competencies
The chart to the right outlines
                                        and Results
four groups of competencies
that can be used to understand
and define the contact center
role. A job analysis can help
you understand which
competencies are most
important to your contact
center job. To learn more
about contact center
competencies, visit our blog
postings on contact center
competencies here, here and
here.




Now that we have defined the contact center job we can think about the important
competencies that drive performance at home. Data gathered by FurstPerson from over
1,100 job analysis survey participants across 29 different organizations, employing
agents in both brick and mortar and at home environments confirmed that autonomy
and time management are two competencies that rate as more important for successful
customer care performance in an at-home environment than in a brick and mortar
contact center. These are not the only competencies to consider though. You can read
more about this research on our blog here.



                                                                                       

                                                                                            
                                                                                           3
 



    Key remote agent competencies include autonomy and time management.




Understanding the competency profile        Four Quadrant Model: Matching Competencies to
is a critical first step but knowing how    Assessments
to evaluate the candidate against the
competency profile is an even more
important second step. The 4
Quadrant chart to the right references
talent assessment tools that can help
you evaluate job competencies and
better select job candidates. For
example, for home agents, measuring
autonomy and time management can
best be performed through personality
assessments. Measuring multi-tasking,
for example, is best done via a
simulation. More complex call types
like technical support or sales may
require using a problem-solving
assessment. Be sure to read more
about using assessment tools as part of
your hiring process on our blog here.
 

The key point is to understand the difference between the traditional brick and mortar
contact center role and the home agent role. These critical differences determine
success or failure for the home agent role.

If you are considering moving top performers home as either reward or to pilot a home
agent model, you should consider evaluating them for the home agent role. Just
because they are successful as a brick and mortar agent does not mean they will be
successful in the home agent role. In our experience, many organizations move
employees home and then see deterioration in performance because they are not fit for
the remote agent role. You can learn more about this in a previous white paper post
on home agents and Customer Satisfaction (CSAT) and Net Promoter performance.


                                                                                    

                                                                                             
                                                                                            4
 


Hub & Spoke versus Virtual
With remote agent models, you have two recruiting models:




  Hub & Spoke – this means that your            Virtual – this means that agents
  agents work at home but live within           can live anywhere.
  a convenient drive time of the                 
  physical center.


Comparison Table: Hub & Spoke versus Virtual Models

                              Hub & Spoke                                              Virtual
                  Offers pilot option to try out the remote       Access to talent anywhere and anytime
                   agent concept with minimal effort                which improves your ability to source
                  All hiring and training can potentially be       difficult skill sets (i.e. nurses) or the most
                   done at the contact center reducing your         talented potential agents
Key Benefits
                   learning curve and investment                   Significant growth in candidate volume
                  In-person contact with candidate                Hiring optimization – you can match
                  Some growth in candidate volume                  candidates to all contact center jobs
                   because of home agent option


                  Increase in candidate volume does not           Very challenging to meet candidates in-
                   match virtual model                              person which requires careful recruitment
Potential         Stuck with same talent pool associated           process planning to personalize the process
                   with brick and mortar center                    Requires careful planning, execution, and
Drawbacks
                  Cannot fully utilize real estate cost            investment for hiring, training, and front line
                   savings                                          management
                                                               




                                                                                                        

                                                                                                                       
                                                                                                                      5
 

In our view, the access to talent is the most critical benefit of the virtual agent model. In
a traditional brick and mortar labor market, superior talent for contact center jobs is
capped based on population size, competitive influences, and distance. You might be at
a 3 to 1 candidate to hire ratio or maybe 4 to1 or 5 to1. This limits your ability to select
potential top performers. Virtual models allow you to remove or reduce population size
and distance from the recruiting equation. You now have access to more talent which
means you can be more selective. Think of hiring at a 20 to 1 ratio. Virtual home agent
models enable you to hire more potential top performers.

Why does this matter? It is all about optimizing your hiring process and performance to
drive more profit for your organization. Using a data-driven hiring process will
demonstrate that the more selective you can be, the more value you can drive in new
hire production. This can lead to performance improvements of 20% to 50% for more
selective hiring models than hiring models stuck at a 3 to 1 hiring ratio.

The figure below helps illustrate why. The virtual agent model offers you a larger
selection of potential top performers. This equates to screening out potential poor
performers and hiring only those that meet or exceed your performance threshold. Only
a data-driven hiring model will help understand these performance trade-offs that are a
direct result of your hiring practices.

Figure: Labor Pool Comparisons




                                                                                         

                                                                                                 
                                                                                                6
 

The other key benefit to the virtual model is the ability to optimize your recruiting
efforts. For each candidate that completes your process, you can match them to all of
your contact center job families and call types. This enables you to save significant
recruiting expense, improve the chances of a candidate being hired by your
organization, and improve overall fill time.


Candidate Volume
For hub and spoke, candidate volume is not as large a concern because it will mirror
your brick and mortar volume. However, moving to a virtual model requires you to
carefully plan the recruitment process and workflow. You should experience an increase
in candidate volume with a virtual model which means you need to consider hiring
automation. If you stick with a recruiter led interviewing process, your costs will
skyrocket, the candidate experience will be poor and, the candidate and recruiter effort
will be significant. Whether it is using assessment tests or some other type of filtering,
you should plan to automate the front-end of the hiring process. The figure below
highlights a traditional recruiter led model with a technology, data-driven model. While
this is an illustration of real world models, notice that the automated approach, backed
by data-driven hiring models, reduces the number of interviews from 100 to 56 which
saves the recruiting team significant time. Moreover, the 56 candidates at this point
have passed two assessments calibrated for performance in this organization.

Figure: Hiring Process Models and Management – Technology Saves Time and Cost




                                                                                      

                                                                                              
                                                                                             7
 


Odds and Ends
A few other things to consider for the remote agent model:

Employee or Independent Contractor
Most remote agent programs use an employee only model for many reasons but
primarily because directly employing remote agents solves many potential problems. In
fact, several independent contractor models are now being challenged with lawsuits.

Pick a State or Province
With 50 States, the United States offers mini-labs on employment laws, costs, etc.
Frankly, some States, like California, are almost universally avoided by virtual home
agent models because of the costs to employ someone in that State. Make sure to
understand the costs and regulations associated with each State so you can focus your
sourcing spend on the most attractive markets.

Recruiting Tactic
One interesting recruiting strategy is to set-up a Google Alert for call centers or contact
centers so that you are notified of contact centers that are closing. With a virtual model,
you can then reach out to that organization’s Human Resources team to potentially
source and select those employees into your remote agent program.

Provide a Computer or Not
You will need to determine your company policy on providing a computer to the new hire
or requiring them to purchase or use their existing computer. This has a number of
technical and financial implications including compensations and tax benefits.

Work Shift Trends
According to survey data from the 2012 Remote Agent Summit and Michele Rowan, an
emerging trend is increased utilization of split and staggered work shifts at home (often
several a day), attracting high-caliber employees to customer contact positions, while
sharply matching arrival patterns of voice and non-voice work in very targeted
increments. The results are labor cost savings as material as facilities reductions for
many organizations.




                                                                                       

                                                                                               
                                                                                              8
 


About FurstPerson
FurstPerson provides talent assessment solutions for customer contact
organizations. We enable companies to hire superior talent for service, sales,
and support roles. These roles may be in-person, over the phone, or via
chat/email. Our talent assessment solutions are customized by client, designed
by our expert selection consulting team, and delivered via our web-based talent
assessment platform. Each solution is designed to improve business
performance.

FurstPerson has provided contact center hiring solutions since 1997. Our
solutions are active in over 1,000 locations across North America, Europe, Latin
America, and Asia. Our industry leading solutions cover both brick and mortar
and home agent needs. Our innovative technology includes call center
simulations as well as other industry leading assessment tools.

Our contact center clients have realized results that have improved new hire
retention, job performance, workflow efficiency, and overall profitability.

FurstPerson clients typically realize up to a 70% reduction in 0 to 90 day attrition
and up to a 45% improvement in performance.

Learn more about FurstPerson:

                  



         

  



                           




                                                                                 

                                                                                        
                                                                                       9

Weitere ähnliche Inhalte

Was ist angesagt?

Verve Recruitment Support Services
Verve Recruitment Support ServicesVerve Recruitment Support Services
Verve Recruitment Support Servicessandyamin88
 
Placement consultants in india
Placement consultants in indiaPlacement consultants in india
Placement consultants in indiaclevergrab
 
MCA brand refresh presentation
MCA brand refresh presentationMCA brand refresh presentation
MCA brand refresh presentationMichael Bolton
 
RPO: Reduce Hiring Costs and Improve Efficiency in Your HR Department
RPO: Reduce Hiring Costs and Improve Efficiency in Your HR DepartmentRPO: Reduce Hiring Costs and Improve Efficiency in Your HR Department
RPO: Reduce Hiring Costs and Improve Efficiency in Your HR DepartmentMAU Workforce Solutions
 
HKUST Special Focus Eyes On The Mainland
HKUST Special Focus Eyes On The MainlandHKUST Special Focus Eyes On The Mainland
HKUST Special Focus Eyes On The Mainlandhueylam
 
Candidate attraction
Candidate attraction Candidate attraction
Candidate attraction mokew66
 
Talent search people | europe
Talent search people | europeTalent search people | europe
Talent search people | europeInes Fonseca
 
Vati consulting Corporate Profile
Vati consulting Corporate ProfileVati consulting Corporate Profile
Vati consulting Corporate ProfilePreeti Asher
 
Xeye I Business Services Corporate Profile 2011
Xeye I Business Services Corporate Profile 2011Xeye I Business Services Corporate Profile 2011
Xeye I Business Services Corporate Profile 2011xeyeibs
 
Digital Presentation Feb2012
Digital Presentation Feb2012Digital Presentation Feb2012
Digital Presentation Feb2012peggyshell
 
Bi dw brochure interpro europe
Bi dw brochure   interpro europeBi dw brochure   interpro europe
Bi dw brochure interpro europeNevjam79
 

Was ist angesagt? (11)

Verve Recruitment Support Services
Verve Recruitment Support ServicesVerve Recruitment Support Services
Verve Recruitment Support Services
 
Placement consultants in india
Placement consultants in indiaPlacement consultants in india
Placement consultants in india
 
MCA brand refresh presentation
MCA brand refresh presentationMCA brand refresh presentation
MCA brand refresh presentation
 
RPO: Reduce Hiring Costs and Improve Efficiency in Your HR Department
RPO: Reduce Hiring Costs and Improve Efficiency in Your HR DepartmentRPO: Reduce Hiring Costs and Improve Efficiency in Your HR Department
RPO: Reduce Hiring Costs and Improve Efficiency in Your HR Department
 
HKUST Special Focus Eyes On The Mainland
HKUST Special Focus Eyes On The MainlandHKUST Special Focus Eyes On The Mainland
HKUST Special Focus Eyes On The Mainland
 
Candidate attraction
Candidate attraction Candidate attraction
Candidate attraction
 
Talent search people | europe
Talent search people | europeTalent search people | europe
Talent search people | europe
 
Vati consulting Corporate Profile
Vati consulting Corporate ProfileVati consulting Corporate Profile
Vati consulting Corporate Profile
 
Xeye I Business Services Corporate Profile 2011
Xeye I Business Services Corporate Profile 2011Xeye I Business Services Corporate Profile 2011
Xeye I Business Services Corporate Profile 2011
 
Digital Presentation Feb2012
Digital Presentation Feb2012Digital Presentation Feb2012
Digital Presentation Feb2012
 
Bi dw brochure interpro europe
Bi dw brochure   interpro europeBi dw brochure   interpro europe
Bi dw brochure interpro europe
 

Ähnlich wie FurstPerson Going Home – Talent Acquisition Strategies for Remote Agent Models – Which Road to Take?

how-to-find-and-hire-remote-developers.pptx
how-to-find-and-hire-remote-developers.pptxhow-to-find-and-hire-remote-developers.pptx
how-to-find-and-hire-remote-developers.pptxBpointerTechnologies
 
Overcoming Recruitment Inertia
Overcoming Recruitment InertiaOvercoming Recruitment Inertia
Overcoming Recruitment InertiaMike Meyrick
 
4 Ways to Keep Your Contact Center Agents Engaged
4 Ways to Keep Your Contact Center Agents Engaged4 Ways to Keep Your Contact Center Agents Engaged
4 Ways to Keep Your Contact Center Agents EngagedAimee Olmscheid
 
Career in Recruitment
Career in RecruitmentCareer in Recruitment
Career in RecruitmentGavin Chase
 
Why Working With A Recruitment Agency Can Be Valuable To Your Business.pdf
Why Working With A Recruitment Agency Can Be Valuable To Your Business.pdfWhy Working With A Recruitment Agency Can Be Valuable To Your Business.pdf
Why Working With A Recruitment Agency Can Be Valuable To Your Business.pdfHawkHire Hr Solutions
 
Recruitment is Marketing Part 2
Recruitment is Marketing Part 2Recruitment is Marketing Part 2
Recruitment is Marketing Part 2Amit Chauhan
 
In Recruiting, How Important Is Cost Per Hire?
In Recruiting, How Important Is Cost Per Hire?In Recruiting, How Important Is Cost Per Hire?
In Recruiting, How Important Is Cost Per Hire?David Green
 
Remote Hiring ROI: 10 Key Metrics to Measure Success| Paidant
Remote Hiring ROI: 10 Key Metrics to Measure Success| PaidantRemote Hiring ROI: 10 Key Metrics to Measure Success| Paidant
Remote Hiring ROI: 10 Key Metrics to Measure Success| PaidantPaidant
 
Talent Works Intro
Talent Works IntroTalent Works Intro
Talent Works Introbrett_daynes
 
UNIVERE BLUE CONNECT - How to define your hybrid work model
UNIVERE BLUE CONNECT - How to define your hybrid work modelUNIVERE BLUE CONNECT - How to define your hybrid work model
UNIVERE BLUE CONNECT - How to define your hybrid work modelInteractiveNEC
 
A beginners-guide-to-technical-recruiting
A beginners-guide-to-technical-recruitingA beginners-guide-to-technical-recruiting
A beginners-guide-to-technical-recruitingAdityaVimal001
 
Presentation18 wibs and one stops-watkins
Presentation18 wibs and one stops-watkinsPresentation18 wibs and one stops-watkins
Presentation18 wibs and one stops-watkinsbio-link
 
Dominance of Automation over Traditional Managerial Practices
Dominance of Automation over Traditional Managerial PracticesDominance of Automation over Traditional Managerial Practices
Dominance of Automation over Traditional Managerial Practicesijtsrd
 
7 Real Estate Leaders Weigh-In On The Best Recruitment Strategies
7 Real Estate Leaders Weigh-In On The Best Recruitment Strategies7 Real Estate Leaders Weigh-In On The Best Recruitment Strategies
7 Real Estate Leaders Weigh-In On The Best Recruitment StrategiesGryphTech Inc.
 
You’re A Recruiter; Now What Training (Entry Level Training Boot Camp)
You’re A Recruiter; Now What Training (Entry Level Training Boot Camp)You’re A Recruiter; Now What Training (Entry Level Training Boot Camp)
You’re A Recruiter; Now What Training (Entry Level Training Boot Camp)Dee Williams
 
Restricting the recruitment and selection.pptx
Restricting the recruitment and selection.pptxRestricting the recruitment and selection.pptx
Restricting the recruitment and selection.pptxRidaZaman1
 

Ähnlich wie FurstPerson Going Home – Talent Acquisition Strategies for Remote Agent Models – Which Road to Take? (20)

Handbook
HandbookHandbook
Handbook
 
how-to-find-and-hire-remote-developers.pptx
how-to-find-and-hire-remote-developers.pptxhow-to-find-and-hire-remote-developers.pptx
how-to-find-and-hire-remote-developers.pptx
 
Overcoming Recruitment Inertia
Overcoming Recruitment InertiaOvercoming Recruitment Inertia
Overcoming Recruitment Inertia
 
4 Ways to Keep Your Contact Center Agents Engaged
4 Ways to Keep Your Contact Center Agents Engaged4 Ways to Keep Your Contact Center Agents Engaged
4 Ways to Keep Your Contact Center Agents Engaged
 
Career in Recruitment
Career in RecruitmentCareer in Recruitment
Career in Recruitment
 
Project Management Career FAQs
Project Management Career FAQsProject Management Career FAQs
Project Management Career FAQs
 
Why Working With A Recruitment Agency Can Be Valuable To Your Business.pdf
Why Working With A Recruitment Agency Can Be Valuable To Your Business.pdfWhy Working With A Recruitment Agency Can Be Valuable To Your Business.pdf
Why Working With A Recruitment Agency Can Be Valuable To Your Business.pdf
 
Recruitment is Marketing Part 2
Recruitment is Marketing Part 2Recruitment is Marketing Part 2
Recruitment is Marketing Part 2
 
2013 Symposium PPT Template_Becky
2013 Symposium PPT Template_Becky2013 Symposium PPT Template_Becky
2013 Symposium PPT Template_Becky
 
Lou Adler’s Master Class | Webcast
Lou Adler’s Master Class | WebcastLou Adler’s Master Class | Webcast
Lou Adler’s Master Class | Webcast
 
In Recruiting, How Important Is Cost Per Hire?
In Recruiting, How Important Is Cost Per Hire?In Recruiting, How Important Is Cost Per Hire?
In Recruiting, How Important Is Cost Per Hire?
 
Remote Hiring ROI: 10 Key Metrics to Measure Success| Paidant
Remote Hiring ROI: 10 Key Metrics to Measure Success| PaidantRemote Hiring ROI: 10 Key Metrics to Measure Success| Paidant
Remote Hiring ROI: 10 Key Metrics to Measure Success| Paidant
 
Talent Works Intro
Talent Works IntroTalent Works Intro
Talent Works Intro
 
UNIVERE BLUE CONNECT - How to define your hybrid work model
UNIVERE BLUE CONNECT - How to define your hybrid work modelUNIVERE BLUE CONNECT - How to define your hybrid work model
UNIVERE BLUE CONNECT - How to define your hybrid work model
 
A beginners-guide-to-technical-recruiting
A beginners-guide-to-technical-recruitingA beginners-guide-to-technical-recruiting
A beginners-guide-to-technical-recruiting
 
Presentation18 wibs and one stops-watkins
Presentation18 wibs and one stops-watkinsPresentation18 wibs and one stops-watkins
Presentation18 wibs and one stops-watkins
 
Dominance of Automation over Traditional Managerial Practices
Dominance of Automation over Traditional Managerial PracticesDominance of Automation over Traditional Managerial Practices
Dominance of Automation over Traditional Managerial Practices
 
7 Real Estate Leaders Weigh-In On The Best Recruitment Strategies
7 Real Estate Leaders Weigh-In On The Best Recruitment Strategies7 Real Estate Leaders Weigh-In On The Best Recruitment Strategies
7 Real Estate Leaders Weigh-In On The Best Recruitment Strategies
 
You’re A Recruiter; Now What Training (Entry Level Training Boot Camp)
You’re A Recruiter; Now What Training (Entry Level Training Boot Camp)You’re A Recruiter; Now What Training (Entry Level Training Boot Camp)
You’re A Recruiter; Now What Training (Entry Level Training Boot Camp)
 
Restricting the recruitment and selection.pptx
Restricting the recruitment and selection.pptxRestricting the recruitment and selection.pptx
Restricting the recruitment and selection.pptx
 

Kürzlich hochgeladen

Call Now ≽ 9953056974 ≼🔝 Call Girls In Yusuf Sarai ≼🔝 Delhi door step delevry≼🔝
Call Now ≽ 9953056974 ≼🔝 Call Girls In Yusuf Sarai ≼🔝 Delhi door step delevry≼🔝Call Now ≽ 9953056974 ≼🔝 Call Girls In Yusuf Sarai ≼🔝 Delhi door step delevry≼🔝
Call Now ≽ 9953056974 ≼🔝 Call Girls In Yusuf Sarai ≼🔝 Delhi door step delevry≼🔝9953056974 Low Rate Call Girls In Saket, Delhi NCR
 
Call Girls in Thane 9892124323, Vashi cAll girls Serivces Juhu Escorts, powai...
Call Girls in Thane 9892124323, Vashi cAll girls Serivces Juhu Escorts, powai...Call Girls in Thane 9892124323, Vashi cAll girls Serivces Juhu Escorts, powai...
Call Girls in Thane 9892124323, Vashi cAll girls Serivces Juhu Escorts, powai...Pooja Nehwal
 
Call Girls Dubai Slut Wife O525547819 Call Girls Dubai Gaped
Call Girls Dubai Slut Wife O525547819 Call Girls Dubai GapedCall Girls Dubai Slut Wife O525547819 Call Girls Dubai Gaped
Call Girls Dubai Slut Wife O525547819 Call Girls Dubai Gapedkojalkojal131
 
Top Rated Pune Call Girls Shirwal ⟟ 6297143586 ⟟ Call Me For Genuine Sex Ser...
Top Rated  Pune Call Girls Shirwal ⟟ 6297143586 ⟟ Call Me For Genuine Sex Ser...Top Rated  Pune Call Girls Shirwal ⟟ 6297143586 ⟟ Call Me For Genuine Sex Ser...
Top Rated Pune Call Girls Shirwal ⟟ 6297143586 ⟟ Call Me For Genuine Sex Ser...Call Girls in Nagpur High Profile
 
Call Girls in Vashi Escorts Services - 7738631006
Call Girls in Vashi Escorts Services - 7738631006Call Girls in Vashi Escorts Services - 7738631006
Call Girls in Vashi Escorts Services - 7738631006Pooja Nehwal
 
Call Girls Pimple Saudagar Call Me 7737669865 Budget Friendly No Advance Booking
Call Girls Pimple Saudagar Call Me 7737669865 Budget Friendly No Advance BookingCall Girls Pimple Saudagar Call Me 7737669865 Budget Friendly No Advance Booking
Call Girls Pimple Saudagar Call Me 7737669865 Budget Friendly No Advance Bookingroncy bisnoi
 
VVIP Pune Call Girls Warje (7001035870) Pune Escorts Nearby with Complete Sat...
VVIP Pune Call Girls Warje (7001035870) Pune Escorts Nearby with Complete Sat...VVIP Pune Call Girls Warje (7001035870) Pune Escorts Nearby with Complete Sat...
VVIP Pune Call Girls Warje (7001035870) Pune Escorts Nearby with Complete Sat...Call Girls in Nagpur High Profile
 
(=Towel) Dubai Call Girls O525547819 Call Girls In Dubai (Fav0r)
(=Towel) Dubai Call Girls O525547819 Call Girls In Dubai (Fav0r)(=Towel) Dubai Call Girls O525547819 Call Girls In Dubai (Fav0r)
(=Towel) Dubai Call Girls O525547819 Call Girls In Dubai (Fav0r)kojalkojal131
 
VVIP Pune Call Girls Balaji Nagar (7001035870) Pune Escorts Nearby with Compl...
VVIP Pune Call Girls Balaji Nagar (7001035870) Pune Escorts Nearby with Compl...VVIP Pune Call Girls Balaji Nagar (7001035870) Pune Escorts Nearby with Compl...
VVIP Pune Call Girls Balaji Nagar (7001035870) Pune Escorts Nearby with Compl...Call Girls in Nagpur High Profile
 
Deira Dubai Escorts +0561951007 Escort Service in Dubai by Dubai Escort Girls
Deira Dubai Escorts +0561951007 Escort Service in Dubai by Dubai Escort GirlsDeira Dubai Escorts +0561951007 Escort Service in Dubai by Dubai Escort Girls
Deira Dubai Escorts +0561951007 Escort Service in Dubai by Dubai Escort GirlsEscorts Call Girls
 
Top Rated Pune Call Girls Katraj ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...
Top Rated  Pune Call Girls Katraj ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...Top Rated  Pune Call Girls Katraj ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...
Top Rated Pune Call Girls Katraj ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...Call Girls in Nagpur High Profile
 
VIP Call Girls Dharwad 7001035870 Whatsapp Number, 24/07 Booking
VIP Call Girls Dharwad 7001035870 Whatsapp Number, 24/07 BookingVIP Call Girls Dharwad 7001035870 Whatsapp Number, 24/07 Booking
VIP Call Girls Dharwad 7001035870 Whatsapp Number, 24/07 Bookingdharasingh5698
 
Escorts Service Arekere ☎ 7737669865☎ Book Your One night Stand (Bangalore)
Escorts Service Arekere ☎ 7737669865☎ Book Your One night Stand (Bangalore)Escorts Service Arekere ☎ 7737669865☎ Book Your One night Stand (Bangalore)
Escorts Service Arekere ☎ 7737669865☎ Book Your One night Stand (Bangalore)amitlee9823
 
CALL GIRLS IN Saket 83778-77756 | Escort Service In DELHI NcR
CALL GIRLS IN Saket 83778-77756 | Escort Service In DELHI NcRCALL GIRLS IN Saket 83778-77756 | Escort Service In DELHI NcR
CALL GIRLS IN Saket 83778-77756 | Escort Service In DELHI NcRdollysharma2066
 
9004554577, Get Adorable Call Girls service. Book call girls & escort service...
9004554577, Get Adorable Call Girls service. Book call girls & escort service...9004554577, Get Adorable Call Girls service. Book call girls & escort service...
9004554577, Get Adorable Call Girls service. Book call girls & escort service...Pooja Nehwal
 
Shikrapur Call Girls Most Awaited Fun 6297143586 High Profiles young Beautie...
Shikrapur Call Girls Most Awaited Fun  6297143586 High Profiles young Beautie...Shikrapur Call Girls Most Awaited Fun  6297143586 High Profiles young Beautie...
Shikrapur Call Girls Most Awaited Fun 6297143586 High Profiles young Beautie...tanu pandey
 

Kürzlich hochgeladen (20)

Call Now ≽ 9953056974 ≼🔝 Call Girls In Yusuf Sarai ≼🔝 Delhi door step delevry≼🔝
Call Now ≽ 9953056974 ≼🔝 Call Girls In Yusuf Sarai ≼🔝 Delhi door step delevry≼🔝Call Now ≽ 9953056974 ≼🔝 Call Girls In Yusuf Sarai ≼🔝 Delhi door step delevry≼🔝
Call Now ≽ 9953056974 ≼🔝 Call Girls In Yusuf Sarai ≼🔝 Delhi door step delevry≼🔝
 
Call Girls in Thane 9892124323, Vashi cAll girls Serivces Juhu Escorts, powai...
Call Girls in Thane 9892124323, Vashi cAll girls Serivces Juhu Escorts, powai...Call Girls in Thane 9892124323, Vashi cAll girls Serivces Juhu Escorts, powai...
Call Girls in Thane 9892124323, Vashi cAll girls Serivces Juhu Escorts, powai...
 
Call Girls Dubai Slut Wife O525547819 Call Girls Dubai Gaped
Call Girls Dubai Slut Wife O525547819 Call Girls Dubai GapedCall Girls Dubai Slut Wife O525547819 Call Girls Dubai Gaped
Call Girls Dubai Slut Wife O525547819 Call Girls Dubai Gaped
 
Top Rated Pune Call Girls Shirwal ⟟ 6297143586 ⟟ Call Me For Genuine Sex Ser...
Top Rated  Pune Call Girls Shirwal ⟟ 6297143586 ⟟ Call Me For Genuine Sex Ser...Top Rated  Pune Call Girls Shirwal ⟟ 6297143586 ⟟ Call Me For Genuine Sex Ser...
Top Rated Pune Call Girls Shirwal ⟟ 6297143586 ⟟ Call Me For Genuine Sex Ser...
 
Call Girls in Vashi Escorts Services - 7738631006
Call Girls in Vashi Escorts Services - 7738631006Call Girls in Vashi Escorts Services - 7738631006
Call Girls in Vashi Escorts Services - 7738631006
 
Call Girls Pimple Saudagar Call Me 7737669865 Budget Friendly No Advance Booking
Call Girls Pimple Saudagar Call Me 7737669865 Budget Friendly No Advance BookingCall Girls Pimple Saudagar Call Me 7737669865 Budget Friendly No Advance Booking
Call Girls Pimple Saudagar Call Me 7737669865 Budget Friendly No Advance Booking
 
VVIP Pune Call Girls Warje (7001035870) Pune Escorts Nearby with Complete Sat...
VVIP Pune Call Girls Warje (7001035870) Pune Escorts Nearby with Complete Sat...VVIP Pune Call Girls Warje (7001035870) Pune Escorts Nearby with Complete Sat...
VVIP Pune Call Girls Warje (7001035870) Pune Escorts Nearby with Complete Sat...
 
(=Towel) Dubai Call Girls O525547819 Call Girls In Dubai (Fav0r)
(=Towel) Dubai Call Girls O525547819 Call Girls In Dubai (Fav0r)(=Towel) Dubai Call Girls O525547819 Call Girls In Dubai (Fav0r)
(=Towel) Dubai Call Girls O525547819 Call Girls In Dubai (Fav0r)
 
VVIP Pune Call Girls Balaji Nagar (7001035870) Pune Escorts Nearby with Compl...
VVIP Pune Call Girls Balaji Nagar (7001035870) Pune Escorts Nearby with Compl...VVIP Pune Call Girls Balaji Nagar (7001035870) Pune Escorts Nearby with Compl...
VVIP Pune Call Girls Balaji Nagar (7001035870) Pune Escorts Nearby with Compl...
 
(ISHITA) Call Girls Service Aurangabad Call Now 8617697112 Aurangabad Escorts...
(ISHITA) Call Girls Service Aurangabad Call Now 8617697112 Aurangabad Escorts...(ISHITA) Call Girls Service Aurangabad Call Now 8617697112 Aurangabad Escorts...
(ISHITA) Call Girls Service Aurangabad Call Now 8617697112 Aurangabad Escorts...
 
Deira Dubai Escorts +0561951007 Escort Service in Dubai by Dubai Escort Girls
Deira Dubai Escorts +0561951007 Escort Service in Dubai by Dubai Escort GirlsDeira Dubai Escorts +0561951007 Escort Service in Dubai by Dubai Escort Girls
Deira Dubai Escorts +0561951007 Escort Service in Dubai by Dubai Escort Girls
 
Top Rated Pune Call Girls Katraj ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...
Top Rated  Pune Call Girls Katraj ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...Top Rated  Pune Call Girls Katraj ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...
Top Rated Pune Call Girls Katraj ⟟ 6297143586 ⟟ Call Me For Genuine Sex Serv...
 
🔝 9953056974🔝 Delhi Call Girls in Ajmeri Gate
🔝 9953056974🔝 Delhi Call Girls in Ajmeri Gate🔝 9953056974🔝 Delhi Call Girls in Ajmeri Gate
🔝 9953056974🔝 Delhi Call Girls in Ajmeri Gate
 
VIP Call Girls Dharwad 7001035870 Whatsapp Number, 24/07 Booking
VIP Call Girls Dharwad 7001035870 Whatsapp Number, 24/07 BookingVIP Call Girls Dharwad 7001035870 Whatsapp Number, 24/07 Booking
VIP Call Girls Dharwad 7001035870 Whatsapp Number, 24/07 Booking
 
Vip Call Girls Noida ➡️ Delhi ➡️ 9999965857 No Advance 24HRS Live
Vip Call Girls Noida ➡️ Delhi ➡️ 9999965857 No Advance 24HRS LiveVip Call Girls Noida ➡️ Delhi ➡️ 9999965857 No Advance 24HRS Live
Vip Call Girls Noida ➡️ Delhi ➡️ 9999965857 No Advance 24HRS Live
 
Escorts Service Arekere ☎ 7737669865☎ Book Your One night Stand (Bangalore)
Escorts Service Arekere ☎ 7737669865☎ Book Your One night Stand (Bangalore)Escorts Service Arekere ☎ 7737669865☎ Book Your One night Stand (Bangalore)
Escorts Service Arekere ☎ 7737669865☎ Book Your One night Stand (Bangalore)
 
CHEAP Call Girls in Mayapuri (-DELHI )🔝 9953056974🔝(=)/CALL GIRLS SERVICE
CHEAP Call Girls in Mayapuri  (-DELHI )🔝 9953056974🔝(=)/CALL GIRLS SERVICECHEAP Call Girls in Mayapuri  (-DELHI )🔝 9953056974🔝(=)/CALL GIRLS SERVICE
CHEAP Call Girls in Mayapuri (-DELHI )🔝 9953056974🔝(=)/CALL GIRLS SERVICE
 
CALL GIRLS IN Saket 83778-77756 | Escort Service In DELHI NcR
CALL GIRLS IN Saket 83778-77756 | Escort Service In DELHI NcRCALL GIRLS IN Saket 83778-77756 | Escort Service In DELHI NcR
CALL GIRLS IN Saket 83778-77756 | Escort Service In DELHI NcR
 
9004554577, Get Adorable Call Girls service. Book call girls & escort service...
9004554577, Get Adorable Call Girls service. Book call girls & escort service...9004554577, Get Adorable Call Girls service. Book call girls & escort service...
9004554577, Get Adorable Call Girls service. Book call girls & escort service...
 
Shikrapur Call Girls Most Awaited Fun 6297143586 High Profiles young Beautie...
Shikrapur Call Girls Most Awaited Fun  6297143586 High Profiles young Beautie...Shikrapur Call Girls Most Awaited Fun  6297143586 High Profiles young Beautie...
Shikrapur Call Girls Most Awaited Fun 6297143586 High Profiles young Beautie...
 

FurstPerson Going Home – Talent Acquisition Strategies for Remote Agent Models – Which Road to Take?

  • 1. White Paper Going Home – Which Road Do You Take? Talent Assessment in the Remote Agent Model 888 626 3412 Toll Free info@furstperson.com furstperson.com © 2012 FurstPerson. All Rights Reserved.
  • 2.   Background Over the last ten years, interest in remote agent contact center models has steadily increased. For example, attendance at the 2012 Remote Agent Summit held in February in Dallas increased by 30% over 2011. And home agent models are not limited to the United States and Canada. Several firms are operating home agent models in Europe and a UK version of the US Remote Agent Summit is planned for July. Michele Rowan of At Home Customer Contacts which hosts the Remote Agent Summit and Workshops reports that:  Survey results from the 2012 attendees indicate that their percentage of home agent population will double in size from YE 2012 to YE 2013 going from an estimated 18% to 36% of their customer contact population. More companies continue to shift contact center capacity from the traditional brick and mortar infrastructure to the remote agent model because of the low investment and high returns. The value proposition of the remote agent model includes a wide range of operational areas: 1. Cost reduction through lower real estate costs 2. Improved productivity and agent performance 3. Higher employee engagement 4. Talent attraction and retention 5. Business continuity 6. Preparation for the workforce of the future In this discussion, we will focus on the talent assessment strategies in the home agent model. Specifically, we will highlight: 1. The competency profile of a successful home agent 2. Understanding your recruiting model options – hub and spoke versus virtual 3. Preparing for candidate volume in the virtual model 4. Odds and ends to consider Competency Profiles of Home Agents The remote agent – what makes them different?     2
  • 3.   When hiring remote or home agents, two questions need to be answered: 1. Can they do the contact center job? 2. Can they do the contact center job at home? 3. When you are hiring for a home agent role, you are first hiring for a customer care, support, sales, loyalty, or collections role. You must first understand if the candidate fits the hiring profile for these jobs. Then, you must understand if the candidate can perform the job while at home. We suggest a convenient 4 Quadrant framework to understand the competency profiles of each remote agent contact center job.   Four Quadrant Model: Matching Competencies The chart to the right outlines and Results four groups of competencies that can be used to understand and define the contact center role. A job analysis can help you understand which competencies are most important to your contact center job. To learn more about contact center competencies, visit our blog postings on contact center competencies here, here and here. Now that we have defined the contact center job we can think about the important competencies that drive performance at home. Data gathered by FurstPerson from over 1,100 job analysis survey participants across 29 different organizations, employing agents in both brick and mortar and at home environments confirmed that autonomy and time management are two competencies that rate as more important for successful customer care performance in an at-home environment than in a brick and mortar contact center. These are not the only competencies to consider though. You can read more about this research on our blog here.     3
  • 4.   Key remote agent competencies include autonomy and time management. Understanding the competency profile Four Quadrant Model: Matching Competencies to is a critical first step but knowing how Assessments to evaluate the candidate against the competency profile is an even more important second step. The 4 Quadrant chart to the right references talent assessment tools that can help you evaluate job competencies and better select job candidates. For example, for home agents, measuring autonomy and time management can best be performed through personality assessments. Measuring multi-tasking, for example, is best done via a simulation. More complex call types like technical support or sales may require using a problem-solving assessment. Be sure to read more about using assessment tools as part of your hiring process on our blog here.   The key point is to understand the difference between the traditional brick and mortar contact center role and the home agent role. These critical differences determine success or failure for the home agent role. If you are considering moving top performers home as either reward or to pilot a home agent model, you should consider evaluating them for the home agent role. Just because they are successful as a brick and mortar agent does not mean they will be successful in the home agent role. In our experience, many organizations move employees home and then see deterioration in performance because they are not fit for the remote agent role. You can learn more about this in a previous white paper post on home agents and Customer Satisfaction (CSAT) and Net Promoter performance.     4
  • 5.   Hub & Spoke versus Virtual With remote agent models, you have two recruiting models: Hub & Spoke – this means that your Virtual – this means that agents agents work at home but live within can live anywhere. a convenient drive time of the   physical center. Comparison Table: Hub & Spoke versus Virtual Models Hub & Spoke Virtual  Offers pilot option to try out the remote  Access to talent anywhere and anytime agent concept with minimal effort which improves your ability to source  All hiring and training can potentially be difficult skill sets (i.e. nurses) or the most done at the contact center reducing your talented potential agents Key Benefits learning curve and investment  Significant growth in candidate volume  In-person contact with candidate  Hiring optimization – you can match  Some growth in candidate volume candidates to all contact center jobs because of home agent option  Increase in candidate volume does not  Very challenging to meet candidates in- match virtual model person which requires careful recruitment Potential  Stuck with same talent pool associated process planning to personalize the process with brick and mortar center  Requires careful planning, execution, and Drawbacks  Cannot fully utilize real estate cost investment for hiring, training, and front line savings management       5
  • 6.   In our view, the access to talent is the most critical benefit of the virtual agent model. In a traditional brick and mortar labor market, superior talent for contact center jobs is capped based on population size, competitive influences, and distance. You might be at a 3 to 1 candidate to hire ratio or maybe 4 to1 or 5 to1. This limits your ability to select potential top performers. Virtual models allow you to remove or reduce population size and distance from the recruiting equation. You now have access to more talent which means you can be more selective. Think of hiring at a 20 to 1 ratio. Virtual home agent models enable you to hire more potential top performers. Why does this matter? It is all about optimizing your hiring process and performance to drive more profit for your organization. Using a data-driven hiring process will demonstrate that the more selective you can be, the more value you can drive in new hire production. This can lead to performance improvements of 20% to 50% for more selective hiring models than hiring models stuck at a 3 to 1 hiring ratio. The figure below helps illustrate why. The virtual agent model offers you a larger selection of potential top performers. This equates to screening out potential poor performers and hiring only those that meet or exceed your performance threshold. Only a data-driven hiring model will help understand these performance trade-offs that are a direct result of your hiring practices. Figure: Labor Pool Comparisons     6
  • 7.   The other key benefit to the virtual model is the ability to optimize your recruiting efforts. For each candidate that completes your process, you can match them to all of your contact center job families and call types. This enables you to save significant recruiting expense, improve the chances of a candidate being hired by your organization, and improve overall fill time. Candidate Volume For hub and spoke, candidate volume is not as large a concern because it will mirror your brick and mortar volume. However, moving to a virtual model requires you to carefully plan the recruitment process and workflow. You should experience an increase in candidate volume with a virtual model which means you need to consider hiring automation. If you stick with a recruiter led interviewing process, your costs will skyrocket, the candidate experience will be poor and, the candidate and recruiter effort will be significant. Whether it is using assessment tests or some other type of filtering, you should plan to automate the front-end of the hiring process. The figure below highlights a traditional recruiter led model with a technology, data-driven model. While this is an illustration of real world models, notice that the automated approach, backed by data-driven hiring models, reduces the number of interviews from 100 to 56 which saves the recruiting team significant time. Moreover, the 56 candidates at this point have passed two assessments calibrated for performance in this organization. Figure: Hiring Process Models and Management – Technology Saves Time and Cost     7
  • 8.   Odds and Ends A few other things to consider for the remote agent model: Employee or Independent Contractor Most remote agent programs use an employee only model for many reasons but primarily because directly employing remote agents solves many potential problems. In fact, several independent contractor models are now being challenged with lawsuits. Pick a State or Province With 50 States, the United States offers mini-labs on employment laws, costs, etc. Frankly, some States, like California, are almost universally avoided by virtual home agent models because of the costs to employ someone in that State. Make sure to understand the costs and regulations associated with each State so you can focus your sourcing spend on the most attractive markets. Recruiting Tactic One interesting recruiting strategy is to set-up a Google Alert for call centers or contact centers so that you are notified of contact centers that are closing. With a virtual model, you can then reach out to that organization’s Human Resources team to potentially source and select those employees into your remote agent program. Provide a Computer or Not You will need to determine your company policy on providing a computer to the new hire or requiring them to purchase or use their existing computer. This has a number of technical and financial implications including compensations and tax benefits. Work Shift Trends According to survey data from the 2012 Remote Agent Summit and Michele Rowan, an emerging trend is increased utilization of split and staggered work shifts at home (often several a day), attracting high-caliber employees to customer contact positions, while sharply matching arrival patterns of voice and non-voice work in very targeted increments. The results are labor cost savings as material as facilities reductions for many organizations.     8
  • 9.   About FurstPerson FurstPerson provides talent assessment solutions for customer contact organizations. We enable companies to hire superior talent for service, sales, and support roles. These roles may be in-person, over the phone, or via chat/email. Our talent assessment solutions are customized by client, designed by our expert selection consulting team, and delivered via our web-based talent assessment platform. Each solution is designed to improve business performance. FurstPerson has provided contact center hiring solutions since 1997. Our solutions are active in over 1,000 locations across North America, Europe, Latin America, and Asia. Our industry leading solutions cover both brick and mortar and home agent needs. Our innovative technology includes call center simulations as well as other industry leading assessment tools. Our contact center clients have realized results that have improved new hire retention, job performance, workflow efficiency, and overall profitability. FurstPerson clients typically realize up to a 70% reduction in 0 to 90 day attrition and up to a 45% improvement in performance. Learn more about FurstPerson:                 9