The Contact Center Pain Trio of 2022: The Fight to Hire (Part 1)
Rachel Lane, Head of Contact Center Solutions, Medals
In a tight labor market, it is difficult for contact centers to attract candidates. Here are the factors at play and what talent acquisition teams can do to improve the candidate experience and resolve hiring issues.
It has already been an extraordinary year in the contact centre. Last year, I predicted this would be the year we would begin to see the cause and effect of attrition in contact centers as the back-to-the-office movement accelerated some life-changing decisions for employees. Now that we are in 2022, we see those predictions coming true.
Call center agents working from home (WFH) are 57% more likely to recommend their employer (eNPS) than those working in a physical call center, and WFH agents have an 80% higher retention rate, according to a recent study. ICMI Agent Experience Benchmarking Study. While around 50% of agents are happy to work hybrid or remotely, many employers want them to return to the office full-time. This drives up resignations, because agents continue to seek more flexible work options. They are increasingly turning to companies that embrace both the hybrid/remote work model and better compensation.
In this three-part blog series, we’ll uncover the three pain points that most impact contact center modernization efforts and how to help address them. This is the first sore point:
The struggle to hire contact center agents
The number one challenge for contact centers has shifted from high attrition and an increasing workload to hiring difficulties.
According to HBR, five factors contribute to today’s labor market. They call them the Five Rs:
Retirement, Move, Review, Redesignand Reluctance. Workers are retiring in greater numbers but not moving in large numbers; they reconsider their work-life balance and caregiving roles; they make localized shifts between industries, or reshuffles, rather than leaving the labor market altogether; and, due to pandemic fears, they are reluctant to return to in-person jobs.
So, given the enormity of what lies ahead, how can we use data to solve the struggle to hire and meet this challenge?
Attract candidates with more engagement
A key solution in the fight to hire is to first review the hiring cycle and all opportunities to interact with candidates during the recruiting process.
Start by asking candidates for feedback early on to learn their expectations. Remember, to attract the best candidates, you need to know what’s important to them. This consistent approach weeds out unsuitable candidates early in the process and helps you understand how to best market the role and achieve higher response rates.
Once the candidate is in the applicant pool, you can create an engagement lifecycle tracker that keeps candidates informed throughout the interview process, including information to help them prepare for their interviews. This way of engaging can help the candidate feel that the company wants them to succeed, creating engagement at a critical time in their hiring journey.
Implement active talent management
The Medallia Contact Center Suite helps drive the recruiting process forward – companies are moving from a “let’s see what they can find out about us” mentality to a proactive helping mentality by sharing as much as possible with candidates and hiring managers so that the interview is familiar and that the culture of the company can take root quickly.
An easy-to-follow process during the recruitment phase must be combined with active talent management, where all engagement data is collected and analyzed. This process also includes ensuring that the candidate has a single point of contact for their interview journey. Given this data, the company can get a clear idea of where the candidate is in their decision-making process and accelerate hiring in areas where it is needed to significantly improve the hiring rate.
In the example above, we can see that a short hiring cycle leaves an opportunity for candidate feedback at every stage of the process and has fully embedded in creating a supportive culture. There’s nothing wrong with coaching your candidates to be successful because it makes them feel like you’re invested in their success and motivates them to bring their “A game” to the interview process.
Improve the candidate experience for your contact center
The reward potential is high for organizations that evolve their processes to empower the candidate and make the choice to stay engaged with them throughout the recruitment process. Collect candidate feedback at all stages of the recruitment journey increases time between interview and offer by 30%, reduces interview cost by 33%, and increases the candidate’s Net Promoter Score by 25 points for candidates without an offer .
Methods for staying engaged with your candidates during the hiring process have grown exponentially, and candidate expectations have followed. In this new world, contact centers must now compete for candidates like they never had to before, which has resulted in hiring practices adapting to meet this challenge.
For over a decade, Rachel has worked on large-scale omnichannel CX programs at major banks, telcos, and financial services.
Now specializing in the contact center space, she advises on the best approach to harnessing customer and agent engagement to drive efficiency, maximize sales opportunities, and manage agent development and attrition. with a flexible workforce.
Medallia is the pioneer and market leader in customer, employee, citizen and patient experience. As the #1 enterprise experience platform, Medallia Experience Cloud is the experience record system that makes all other apps aware of customers and employees. The platform captures billions of experience signals across interactions, including all voice, video, digital, IoT, social media, and enterprise messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and results. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions delivering clear ROIs and powerful.
For more information about Medallia, see their company profile