In this particular company, volume challenges were being created by the high turnover rate that's endemic to the CSR position. These were compounded by a couple of issues specific to our client's business. For one, the company wanted to hire new CSRs in “classes,” in which 15 or more new CSRs all started work on the same day. Further, these class start dates varied by call center, all over the country.
In all cases, getting to just one quality hire required a remarkably high number of candidate interviews.
THE CHALLENGE:
- Our client needed to complete a very high volume of quality hires, delivered in geographically-distributed waves, and delivered despite a number of disparate recruiting-process hurdles.
SEVEN STEP APPROACH:
Seven Step deployed one of our Recruitment Process Teams to deliver volume by focusing on the third of
the seven steps:
effective candidate screening. Seven Step recruiters are experts at conducting candidate conversations with great efficiency. We know how to create productive relationships quickly, applying Behavioral Development Interviewing (BDI) techniques to get to the heart of what makes candidates tick, and what skills and qualities they have to offer. We know quickly whether to move a candidate on to aptitude testing and a live interview, or whether to gain efficiencies by politely ending the conversation and moving on.
For this client, we were able to smooth out their volume challenges by completing more than 100 quality interviews every day. And to make sure that the process flowed as smoothly as possible, we dedicated resources to focus specifically on other key stages of the seven steps, including interview scheduling, background check administration, and offer management.
RESULTS:
Since January, 2008, we've filled 98% of every new class of CSRs, and have cut the interview-to-hire ratio by over 50%. We’re currently helping this client to make over 250 hires every month.