Managing personnel

Call center recruitment

Module seven - an international perspective

ByJohn Wright

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Synopsis

This module examines the differences between call center agent recruitment in international locations like India and Australia. It provides senior managers with responsibility for recruitment and performance with guidance on how to improve their recruitment processes and remain competitive. The total resource has seven modules. This title uses United Kingdom data but the principles are usable and appropriate in all countries.

How to …

How to set new performance standards.

How to identify the characteristics of high performers.

How to re-design the recruitment process.

John Wright

Over twenty-five years of experience in corporate life and consulting has provided John with a wide range of experiences that have contributed to this extensive resource. He brings a refreshingly practical approach to the design and avoids the clutter of professional jargon. The end result is an extremely accessible process that delivers quantifiable business results. John provides his consultancy services to a wide range of international private and public organizations.

The motivation to improve a recruitment process will normally originate from commercial pressures:

1. the need to get costs down
2. the attrition levels adversely affecting costs and performance
3. the need to improve customer service

These reasons do not change from one country to another but what does vary is the felt need to change, which is directly linked to the commercial pressures being experience.

Take India as an example. They are already experiencing attrition rates of 22% by contrast with 15% in places like Australia and New Zealand. Their tolerance of such rates stems from the ready supply of candidates and their low cost base compared to Western equivalents. Clearly there is not yet a felt need to change.

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Managing Yourself - Managing People - Managing Change Managing Projects - Managing Information - Managing strategy - Managing e-Business - Managing Customers - Managing Money - Managing Personnel