HireIQ Transforms Seasonal Hiring Process for Customer Service Employees

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Leading virtual interviewing company projects an increase in hiring activity for the 2011 holiday season

Hire More Effectively with HireIQ

A customer’s first and lasting impression of a company is formed by its customer service employees. InterviewPlus can help hiring companies find those candidates with superior communication skills more effectively and efficiently.

HireIQ Solutions, Inc., the innovative company that improves the hiring and recruiting process for customer-facing organizations, announced today that it expects an increase in customer service hiring for the 2011 holiday season. With unemployment nationwide hovering at just over 9 percent, competition for these jobs is expected to be fierce and employers will be seeking applicants with exceptional customer service and communication skills, the company said.

According to a leading outsourcing firm, Challenger, Gray and Christmas, retailers are expected to add between 550,000 and 650,000 jobs this holiday season. That is an increase of 10 to 30 percent over the 501,400 jobs added during the holiday season in 2010. Many of these jobs will be in critical customer service positions where an employee’s communication skills and ability to interact with the public are especially important. The holidays are vital for retailers, in some cases amounting to nearly 40 percent of their annual sales.

While a good portion of these jobs will be added in retail store operations, a significant number will also be added in companies’ contact centers, as well. Leading industry analyst firm Saddletree Research reports that over 40,000 net-new contact center jobs were created over the last two years, with over 11,000 added in the second quarter of 2011 alone.

“The contact center has been remarkably resilient as the rest of the economy still struggles to recover,” explained Paul Stockford, chief analyst at Saddletree Research. “Customer service-oriented companies know they need to invest in their call center operations to survive and thrive. Maintaining a robust pipeline of high-quality candidates who possess excellent communication skills will ensure these companies emerge stronger than before.”

As a leading provider of virtual interviewing applications, HireIQ streamlines the initial telephone screening process through the use of media-rich web and voice response technologies. The company’s flagship product, InterviewPlus, leads an applicant through a series of text-based and voice response questions that are designed to test the applicant’s customer service and communication skills. As a web-based application, InterviewPlus allows applicants to complete their interviews when it is convenient for them and stores their responses for a recruiter to evaluate later. InterviewPlus is “always on,” which means applicants can complete their interviews during non-working hours, effectively expanding the reach of a company’s recruiting team.

“A customer’s first and lasting impression of a company is formed by its customer service employees,” said Joe Gruca, chief executive officer of HireIQ. “In today’s highly competitive job market, hearing the voice of the applicant and quickly assessing his or her communication and customer service skills is of paramount importance. InterviewPlus can help hiring companies find those candidates with superior communication skills more effectively and efficiently than the recruiter-led telephone screening methods that are normally used.”

For a complete listing of HireIQ news, please visit http://www.hireiqinc.com/about/press/.


HireIQ Solutions, Inc. helps customer service organizations improve hiring decisions, reduce recruiting costs and increase talent performance using its proven predictive performance technology. HireIQ’s flagship product, InterviewPlus, uses rich media, web and voice response technologies to automate the phone screening process, resulting in better-qualified candidates being invited for in-person interviews. Employees hired using HireIQ’s suite of talent performance optimization products demonstrate increased speed to competency, reduced attrition and improved sales and service performance. HireIQ is a privately held company based in Atlanta, GA. For further information, please visit http://www.hireiqinc.com. Follow HireIQ on Twitter at http://www.twitter.com/hireiqinc.

© 2011 HireIQ Inc. All rights reserved. All materials provided, regardless of form, are the exclusive property of HireIQ. HireIQ’s products may be covered by one or more United States, European or other international patents or applications. All trademarks are the property of their respective owners.


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