Recruiting typically requires a series of prescreening, phone calls and in-person interviews, but modern technology is removing a lot of the stress from the process. Now, multiple candidates can conveniently apply for jobs at any hour through chatbots, and then hiring teams can review the interview transcripts to find potential matches for available positions. And because today’s increasingly complicated customer service conversations require highly proficient agents with the right personalities and skill-sets, hiring analytics can help contact centers quickly assess the best-fit talent up front.
Finding the Right Fit
To land the best-fit talent, you’ll want to match minds to missions. We’ll show you how to recruit new hires using modern techniques that appeal to the right labor pool such as hiring analytics and chatbot recruiting.
Matching Minds to Missions
Knowing a candidate’s strengths and possible job fits prior to hire is essential. With predictive profiling, which identifies and measures required minimum skills, knowledge and behavior attributes, HR teams can predict a candidate’s likelihood to stay and perform well.
With hiring analytics, Alorica develops ideal agent profiles using historical data of well-performing and tenured associates across all sites. From communication skills to tech savviness, our hiring analytics tool can pinpoint each applicant’s strongest attributes.
Evaluating potential hires is easy with hiring analytics, which can track and score over 100 attributes, including:
- Personal characteristics and stability
- Problem-solving and decision-making skills
- Attention to detail and multitasking abilities
- Computer knowledge and orientation toward technology
- Communication and negotiation skills
- Customer service orientation
- Openness to feedback and adaptability
- Integrity and adherence to policies and procedures
Using data science, machine learning looks for patterns based on Alorica’s historical data and predicts outcomes through similarity indexes. Our Scoring Talent Attributes for Recruiting (STAR) system’s predictive model scores and compares applicant assessment results with attributes of tenured, high-performing agents, identifying who is most likely to stay and perform well.
We also use predictive analytics to identify the best fit talent for specific industries and services. And to help retain hired talent, our Predictive Employee Retention Model (PERM) scores agent attributes across hundreds of data variables to pinpoint agents who exhibit signs of resignation, allowing managers to schedule proactive interventions.
But predictive profiling and hiring analytics are just a start. Since most millennials—who dominate the contact center talent pool—prefer online interactions, a perfect way to attract them is through chatbot recruiting.
Because job hunting is typically stressful, anything to ease the struggle is welcomed. Enter the recruitment chatbot—a better, faster and easier way to connect with qualified candidates.
By now, most users realize that an online pop-up proposition isn’t coming from a real person and is instead an invitation to connect from a neutral interface—and it works well for hiring purposes. Recruitment chatbots can initiate hiring questions and preliminary interviews that are direct, friendly and minimally intimidating, often promoting a more relaxed conversation.
For applicants, chatbots bring instant gratification, convenience and conversational engagement. Chatbots also help recruiters quickly canvas a larger size of the population as physical capacity restrictions are no longer a factor.
Because Alorica’s chatbots never sleep, they can simultaneously screen and interview multiple candidates via Facebook Messenger at any hour, day or night.
When contact centers use hiring analytics and adjust job profiles to fit different needs, they find proficient agents with the right personalities and skillsets to take care of increasingly complicated conversations. These meaningful alignments reduce performance variability by bringing in lasting talent and prioritizing your customers’ satisfaction.
Read on for further insights by downloading the Improving Performance Variability: Recruit to Suit Capabilities for Consistency eBook now.