Showing posts with label Talent Management. Show all posts
Showing posts with label Talent Management. Show all posts

Interviewing Best Practices in the Call Center

In a recent human resource & interviewing quarterly poll, a large % of HR reps stated that "ensuring the best call center interviewing practices" was keeping them up at night.

A small % increase in the quality of call center hires can boost profits by as much as upwards of 50%. Research has shown that satisfied customers lead to greater revenue growth.

Read more about some of the best interviewing programs, talent management practices and make the link between industry leading call center revenue growth and service...

Taking time to reflect on your interviewing practices?

No, well don't fret, take a minute now to ponder these questions and reflect:
• Are your teams applying the best interviewing skills possible?
• Is your organization's talent selection and interviewing process too complex?
Well, was it worth taking the reflection?

Talent Management Research Study Results

Over the course of the past 12 months, we conducted an online research study where visitors to our website were anonymously surveyed across an area of topics related driving performance through investments in human capital. In particular, one such survey asked respondents the following question:

What is Stopping You from Measuring the Business Impact of Talent Management Training?

From a list of predefined responses, here are the results for your viewing pleasure.
  1. It is too expensive--21%
  2. It is too difficult--34%
  3. We do not need to--9%
  4. We do not know how to--35%
  5. Other--1%
How would you answer the above question regarding interviewing skills training and talent management best practices in general?

Youtube Impacts the Interview

Below is an abstract of an behavioral interviewing skills training focused white paper.

When For many years job seekers have turned to books such as "Answers to the 100 Toughest Interview Questions" or to college placement offices for interview advice. Since then, there's been exponential growth in interview coaching services—from outplacement firms to the Internet and most recently to YouTube. A quick search of the video sharing website brings up hundreds of consultants offering free advice on "acing the behavioral interview."

Instant access to professional interview coaching on YouTube changes the game for interviewers. For one thing, it means they have to give up the mistaken notion that using behavioral interview techniques gives them a special advantage. In an era where candidates can learn the ins and outs of behavioral interviewing online, interviewers are more often playing catch up than calling the shots. In fact, when interviewers follow a standard behavioral interview script, they are likely to make several errors.

Download the entire Youtube Impacts the Interview White Paper