New guide explains how contact centres can recruit and retain talented agents

A new insight guide which offers five steps to help contact centres identify, select and retain talented agents has been published by assessment specialist cut-e.

Called Recruiting special agents, the guide highlights that many contact centres replace a quarter of their staff every year, primarily because of ‘poor job-fit’. It provides best practice advice to help contact centre recruiters differentiate their employer brand, engage candidates, improve the efficiency of their selection process and hire the right people.

“Whether you run an inbound or outbound contact centre, the success of your business will depend on your ability to recruit and retain talented agents,” said Andreas Lohff, CEO of cut-e. “The bad news is that the people who apply for agent positions are often unsuited to the job. Many of them will leave within 90 days. This not only has a significant financial impact, it can harm your metrics and performance indicators. This guide explains how to attract, recruit and retain ‘right fit’ agents and how you can save time and resources in recruitment.”

According to the guide, contact centres should start with a thorough job analysis of an agent’s role in their organisation. To attract the best candidates, contact centres should build an attraction strategy that makes them stand out from the crowd.

A Realistic Job Preview can create the right expectations and help applicants to better understand the job.

The guide outlines how technology can optimise the selection process and cut the time-to-hire.
For further information on cut-e’s talent assessment solutions for call centres please see cut-e.com/solutions