The key to effectively combat attrition and elevate the overall performance of the center begins with attracting and selecting potential employees who exhibit the characteristics of known excellent performers.
Atlanta, GA (PRWEB) October 22, 2014
HireIQ Solutions, the innovative leader in predictive analytics and virtual talent acquisition solutions for customer-facing organizations, today announced that Kevin Hegebarth, the company’s vice president of Marketing will be presenting at the upcoming ICMI Contact Center Demo and Conference. Mr. Hegebarth will be joined by industry expert Paul Stockford of Saddletree Research and will introduce a new strategy for reducing staff attrition in today’s omnichannel contact centers.
Labor can amount to three-quarters or more of a contact center’s operating expenses. Persistent attrition compounds these costs and directly affects the company’s bottom line. A modest improvement in agent retention – one or two percent – can result in millions of dollars in cost savings, in addition to improved customer satisfaction and employee engagement.
Mr. Hegebarth and Mr. Stockford will present “Win the Turnover War using Outcomes-Based Hiring Strategies” on Wednesday, November 5 at 2:15 p.m. Central Time. They will discuss the current state of turnover and hiring, and offer case studies from contact center operators that have successfully adopted an outcomes-based hiring strategy and now report significant improvements in agent attrition and key performance metrics such as customer satisfaction and first call resolution.
“The contact center industry continues to battle agent turnover with only limited success,” said Hegebarth. “The tactics and strategies used to date are only marginally effective and a new approach is required. The key to effectively combat attrition and elevate the overall performance of the center begins with attracting and selecting potential employees who exhibit the characteristics of known excellent performers. Adopting an outcomes-based approach achieves this goal.”
HireIQ transforms the talent acquisition process for customer-facing organizations by linking stakeholder-observed business outcomes, such as operational performance and retention with the results of pre-hire digital interviews. As a result, companies improve their hiring decisions, reduce the critical time-to-fill interval, lower recruiting costs and increase employee retention and performance.
The ICMI Contact Center Demo and Conference attracts leading contact center operations, strategic planning, and talent acquisition executives for three days of networking, informational presentations, site tours and case studies. Delegates come away with innovative ideas that they can immediately put into practice in their own centers. This year’s conference is being held at the Hyatt Regency Chicago, November 3-5, 2014. For more information about the event please visit, http://www.icmi.com/Contact-Center-Demo-Conference.
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HireIQ revolutionizes talent acquisition for front-line customer service positions such as those in call centers, retail stores, branch banking, quick-service restaurants and hospitality by automating the early-stage screening process, automatically assessing for critical communication skills, and using outcomes-based data to facilitate continuous performance validation. HireIQ’s solutions enable companies to improve their hiring decisions, reduce time-to-fill, reduce recruiting costs, and increase talent performance and retention through its on-line virtual interviewing software, novel predictive analytics solutions, and structured feedback between recruiting and its stakeholders. HireIQ is a privately held company based in Atlanta, GA. For further information, please visit http://www.hireiqinc.com. Follow us on Twitter @HireIQInc.
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