Call Center

Hiring SMART!

2 ONE WORLD. ONE WORKFORCE.

Conduct Intake Meeting

•Define competencies

•Department culture

•Sample resumes

•Challenges

Document Sourcing Strategy

•Branded messages

•Market research

•Push/pull strategies

•Communicate plan

Screen and Present Candidates

•Candidate care

•Disposition

•Compliance & metrics

•Slate presentation

•Debrief session

Interview logistics

•Calendaring

• Online Interview Tool

•Candidate care

•Group hiring days

•Debrief session

Offer Management

•Verbal/written offer

•Reference checking

•Background check

•ATS management

On Boarding

•Forms management

•Welcome package

Recruit To Classes

Manage Results Call Center Hiring is About Volume, Outreach

And The Ability to Process Large Numbers of People

Create a Call Center Workflow With Results

3 ONE WORLD. ONE WORKFORCE.

Define The Process: Candidate Experience

• Branded Communications • Well thought out job descriptions • Rapid deployment outreach

strategy

• Template phone screen confirmation

• Online skills testing • Immediate follow up • Communication of the process

• Consistent questions • Summary strengths and experiences • Candidate prioritization for manager • SLA: 48 hour manager feedback

• Candidate follow up • Directions and schedule • Candidate preparation • Group interview days

• 48 hour candidate follow up next steps • Follow up email THANK YOU • Employment eligibility • Drug screening & background check

• Recruiting Team Outreach • Q&A availability • CBT Training Links

• Candidate outreach plan until day 1 • Facilitation of needs (Training) • Special touches

ACCEPT

FOLLOW UP

OFFER

BEHAVIORAL / SKILL ASSMT

OUTREACH TO TALENT UNIVERSE

IN PERSON INTERVIEW

BASIC SCREEN FOR FIT

4 ONE WORLD. ONE WORKFORCE.

We Target The People You Want…

• Facebook: 1.11 billion users

• YouTube: 1 billion users, 4 billion views per day

• Twitter: 500 million total users, more than 200 million active users

• LinkedIn: 225 million users

• Pinterest: 48.7 million users

• SlideShare: 50 million users

• Google+: 500 million registered users, 235 million that are active

5 ONE WORLD. ONE WORKFORCE.

6.0% I am an advocate for the company

9.1% I follow the company

47% No relationship

with the company

16.8% I have friends/family

with the company

21% I was/am a customer

of the company

The People You Want… Target You

What was your relationship with the company when you began researching them? Candidate Viewpoint Question 5 (n= 16023) Source: The Talent Board

6 ONE WORLD. ONE WORKFORCE.

Incorporate Call Center Hiring Tools

Call Center Assessment Tools (Prove It!) | Online Phone Screens - Reduce Turnover - Improve Quality - Identify Talent More Quickly - Skills Testing

Candidate Communications To Rapidly Broadcast Opportunities - Text - Phone - Text to Computer

Online Scheduling - Group Interview Days - Mass Hiring

7 ONE WORLD. ONE WORKFORCE.

OUTPUTS • Review requisition details • Discuss competencies • View sample resumes • Identify networks • Challenges/risks • Interview process / dates • Timelines • Expectations

Understanding the Position: Intake Meeting

Conduct Intake Meeting

• Define competencies

• Department culture

• Sample resumes

• Challenges

Document Sourcing Strategy

• Branded messages

• Market research

• Push/pull strategies

• Communicate plan

Screen and Present Candidates

• Candidate care

• Disposition

• Compliance & metrics

• Slate presentation

• Debrief session

Interview logistics

• Calendaring

• Candidate care

• Travel planning

• Debrief session

Offer Management

• Verbal/written offer

• Reference checking

• Background check

• ATS management

On Boarding

• Forms management

• New hire broadcast

• Welcome package

• Provisioning

8 ONE WORLD. ONE WORKFORCE.

Create Market Facing Job Descriptions

Before RPO After RPO

9 ONE WORLD. ONE WORKFORCE.

Document Sourcing Strategy

Documenting the sourcing plan helps to: 1. Identify all local market resources 2. Monitor what works and what is not working 3. Stay focused 4. Leverage and document all resources 5. Create ongoing market outreach

Conduct Intake Meeting

• Define competencies

• Department culture

• Sample resumes

• Challenges

Document Sourcing Strategy

• Branded messages

• Market research

• Push/pull strategies

• Communicate plan

Screen and Present Candidates

• Candidate care

• Disposition

• Compliance & metrics

• Slate presentation

• Debrief session

Interview logistics

• Calendaring

• Candidate care

• Travel planning

• Debrief session

Offer Management

• Verbal/written offer

• Reference checking

• Background check

• ATS management

On Boarding

• Forms management

• New hire broadcast

• Welcome package

• Provisioning

10 ONE WORLD. ONE WORKFORCE.

Execute A Multi-Channel Sourcing Strategy

Push Pull

• JobCaster- proprietary web recruiting tool

spidering to 75 selected websites Web Recruiter,

Universal Search, Universal Repository and

Career Builders

• Local/Niche Job Boards

• Local colleges and trade schools

• Referral/Alumni programs

• Email campaigns

• Competitor mapping

• Proactive targeted sourcing

• Candidate ATS/CRM activities

• Military Recruitment

• Job Fair Event Promotion &

Management

• Churches and Career Network Directories

Geography

Diversity

Call Center Culture

Competitors

Referral/Alumni Military/Campus

Considerations:

Call Center: Grass Roots “Feet On The Street”

11 ONE WORLD. ONE WORKFORCE.

Managing Sourcing Effectiveness

• Report on source effectiveness • Consult with Hiring Manager • Report on challenges and issues • Work to come up with alternatives

12 ONE WORLD. ONE WORKFORCE.

Candidate Screening/Presentation

Conduct Intake Meeting

• Define competencies

• Department culture

• Sample resumes

• Challenges

Document Sourcing Strategy

• Branded messages

• Market research

• Push/pull strategies

• Communicate plan

Screen and Present Candidates

• Candidate care

• Disposition

• Compliance & metrics

• Slate presentation

• Debrief session

Interview logistics

• Calendaring

• Candidate care

• Travel planning

• Debrief session

Offer Management

• Verbal/written offer

• Reference checking

• Background check

• ATS management

On Boarding

• Forms management

• New hire broadcast

• Welcome package

• Provisioning

13 ONE WORLD. ONE WORKFORCE.

Create Candidate Screening Templates: Call Center Example

Standard Templates

Online Interview Tools Volume Hiring

Skill Based Interview Tools

14 ONE WORLD. ONE WORKFORCE.

Manage Group Interviews: Interview Logistics

Conduct Intake Meeting

• Define competencies

• Department culture

• Sample resumes

• Challenges

Document Sourcing Strategy

• Branded messages

• Market research

• Push/pull strategies

• Communicate plan

Screen and Present Candidates

• Candidate care

• Disposition

• Compliance & metrics

• Slate presentation

• Debrief session

Interview logistics

• Calendaring

• Candidate care

• Travel planning

• Debrief session

Offer Management

• Verbal/written offer

• Reference checking

• Background check

• ATS management

On Boarding

• Forms management

• New hire broadcast

• Welcome package

• Provisioning

** Leverage our Apple Branch Offices as needed ** Provide automated online scheduling

15 ONE WORLD. ONE WORKFORCE.

Offer Management

Conduct Intake Meeting

• Define competencies

• Department culture

• Sample resumes

• Challenges

Document Sourcing Strategy

• Branded messages

• Market research

• Push/pull strategies

• Communicate plan

Screen and Present Candidates

• Candidate care

• Disposition

• Compliance & metrics

• Slate presentation

• Debrief session

Interview logistics

• Calendaring

• Candidate care

• Travel planning

• Debrief session

Offer Management

• Verbal/written offer

• Reference checking

• Background check

• ATS management

On Boarding

• Forms management

• New hire broadcast

• Welcome package

• Provisioning

16 ONE WORLD. ONE WORKFORCE.

On Boarding

Conduct Intake Meeting

• Define competencies

• Department culture

• Sample resumes

• Challenges

Document Sourcing Strategy

• Branded messages

• Market research

• Push/pull strategies

• Communicate plan

Screen and Present Candidates

• Candidate care

• Disposition

• Compliance & metrics

• Slate presentation

• Debrief session

Interview logistics

• Calendaring

• Candidate care

• Travel planning

• Debrief session

Offer Management

• Verbal/written offer

• Reference checking

• Background check

• ATS management

On Boarding

• Forms management

• New hire broadcast

• Welcome package

• Provisioning

Call Center Training

Class

• Full time • Temporary • Temporary To Direct Workers

17 ONE WORLD. ONE WORKFORCE.

Call Center Representative Training

Call Center Training

We can provide candidates with basic customer service and telemarketing training through our Interactive Computer-Based Training (CBT) for telemarketer and customer service candidates. This training presents the candidates with multiple simulated exercises, coaching, reviews and feedback. The Call Center CBT is ideal for candidates vying for positions where heavy phone traffic or public interaction is predicted.

The ART of Customer Service The ART of Customer Service teaches Call Center Representatives a comprehensive flexible system that can be used to provide outstanding customer service to every customer, every time. This course is effective for answering inquiries, meeting customers’ needs, handling complaints, closing a sale and managing difficult customers.

• Module 1: Importance of Customer Service • Module 2: Establish Rapport • Module 3: Respond to the Needs • Module 4: Lead the Way

18 ONE WORLD. ONE WORKFORCE.

Measure Results and Optimize!

• Intake call with manager within 24 hours

• Jobs posted within 24 hours of intake call

• 85% of resumes submitted accepted for phone screen

• Average # of candidates for review: 3 to 5

• Interviews scheduled within 8 hours of interest

• Client satisfaction: 90%

19 ONE WORLD. ONE WORKFORCE.

Program Options

I need help, what are my options? Agile•1 can provide: 1. End to end turnkey Call Center hiring solution 2. Hiring events management 3. Sourcing, screening 4. Sourcing, screening and interview logistics 5. Blended workforce solution where we are responsible for hiring both

temporary and full time. 6. Vendor Supported Model, where we provide end to end in targeted locations

and manage existing (client owned) contract recruiters in others.

Discuss Options With Our Team! jstoelting@agile1.com