Improving Performance Variability: Recruit to Suit · 2020. 3. 24. · Chatbot Recruiting....
Transcript of Improving Performance Variability: Recruit to Suit · 2020. 3. 24. · Chatbot Recruiting....
Strength Conditioning: Capabilities for Consistency eBook Series
Improving Performance Variability: Recruit to Suit
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When employees start jumping ship, something’s amiss.
Match minds to missions, and your staff will thrive.
© 2018 Alorica Inc. All rights reserved.
3© 2018 Alorica Inc. All rights reserved.
Improving Performance Variability: Recruit to SuitIntroduction
Modern-day customers, especially millennials, prefer attempting to solve service needs themselves before engaging with a live representative.ii Because of this, a fear exists that technology will soon render customer service representatives obsolete.
However, recent trends indicate that call complexity is actually increasing average handle times. In other words, when a customer has exhausted all self-help options and resorts to calling for assistance, a little extra care and guidance is appreciated. Connecting to a professional agent who can relate and reach the proper resolution through critical thinking and problem-solving skills is both expected and deserved.
22% of millennials expect a response within 10 minutes of reaching out to a brand via social media, according to a recent Desk.com study. In addition to this,
52% will abandon online purchases if they can’t find a quick answer.iThe Industry Challenge
Improving Performance Variability: Recruit to Suit Exploring Solutions
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Finding the Right Fit
Improving Performance Variability: Recruit to Suit Exploring Solutions
Though modern technology can solve many needs, the customer service world will continue to rely on capable and talented people to support those who have exhausted their self-help options. For nearly two decades, Alorica has developed and continued to improve upon processes and tools that sync individual skillsets with particular business needs.
To land the best-fit talent, you’ll want to match minds to missions. We’ll show you how to recruit new hires using modern techniques that appeal to the right labor pool such as hiring analytics and chatbot recruiting.
“By 2022, two-thirds of all customer experience projects will make use of technology, up from 50 percent in 2017.” —Gartner, 2018iii
6© 2018 Alorica Inc. All rights reserved.
Matching Minds to MissionsKnowing a candidate’s strengths and possible job fits prior to hire is essential. With predictive profiling, which identifies and measures required minimum skills, knowledge and behavior attributes, HR teams can predict a candidate’s likelihood to stay and perform well.
With hiring analytics, Alorica develops ideal agent profiles using historical data of well-performing and tenured associates across all sites. From communication skills to tech savviness, our hiring analytics tool can pinpoint each applicant’s strongest attributes.
Improving Performance Variability: Recruit to Suit Exploring Solutions
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Evaluating potential hires is easy with hiring analytics, which can track and score over 100 attributes, including:
• Personal characteristics and stability• Problem-solving and decision-making skills• Attention to detail and multitasking abilities• Computer knowledge and orientation toward technology• Communication and negotiation skills• Customer service orientation• Openness to feedback and adaptability• Integrity and adherence to policies and procedures
Improving Performance Variability: Recruit to Suit Exploring Solutions
Matching Minds to Missions
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Using data science, machine learning looks for patterns based on Alorica’s historical data and predicts outcomes through similarity indexes. Our Scoring Talent Attributes for Recruiting (STAR) system’s predictive model scores and compares applicant assessment results with attributes of tenured, high-performing agents, identifying who is most likely to stay and perform well. We also use predictive analytics to identify the best fit talent for specific industries and services. And to help retain hired talent, our Predictive Employee Retention Model (PERM) scores agent attributes across hundreds of data variables to pinpoint agents who exhibit signs of resignation, allowing managers to schedule proactive interventions.
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Improving Performance Variability: Recruit to Suit Exploring Solutions
Matching Minds to MissionsA long-term client saw a 39% attrition reduction after revamping existing hiring profiles and building a custom skills matrix.
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But predictive profiling and hiring analytics are just a start. Since most millennials—who dominate the contact center talent pool—prefer online interactions, a perfect way to attract them is through chatbot recruiting.
Because job hunting is typically stressful, anything to ease the struggle is welcomed. Enter the recruitment chatbot—a better, faster and easier way to connect with qualified candidates.
Chatbot Recruiting
Improving Performance Variability: Recruit to Suit Exploring Solutions
“Chatbots mesh perfectly with millennials’ expectations and the ways in which they are used to interacting with the world around them.” –Forbes, 2018 iv
10© 2018 Alorica Inc. All rights reserved.
By now, most users realize that an online pop-up proposition isn’t coming from a real person and is instead an invitation to connect from a neutral interface—and it works well for hiring purposes. Recruitment chatbots can initiate hiring questions and preliminary interviews that are direct, friendly and minimally intimidating, often promoting a more relaxed conversation.
For applicants, chatbots bring instant gratification, convenience and conversational engagement. Chatbots also help recruiters quickly canvas a larger size of the population as physical capacity restrictions are no longer a factor.
Chatbot Recruiting
Improving Performance Variability: Recruit to Suit Exploring Solutions
We saw a 50% increase in interviewsprocessed with our Alorica chatbots versus the previous year without chatbots.
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Because Alorica’s chatbots never sleep, they can simultaneously screen and interview multiple candidates via Facebook Messenger at any hour, day or night.
Chatbot Recruiting
Improving Performance Variability: Recruit to Suit Exploring Solutions
j3:15 p.m.
jDo you have previous phone-related customer service experience? If so, how many years?
2:17 a.m.
How many jobs areavailable near me?
When can I come in to apply
We have an open house this week at Tulsa – click the link to see all the details.
Mobile Uploades**OPEN INTERVIEW SESSIONS** ...
10:00 p.m.
9:55 p.m.
mme in
ave an opene this week at
a – click the link toall the details.
Mobile Uploades**OPEN INTERVIEW SESSIONS** ...
0 p.m.
mhave previousrelated
mer serviceence? If so, howyears?
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Chatbot Recruiting
Improving Performance Variability: Recruit to Suit Exploring Solutions
Case Study
Alorica recruits thousands of people for our multiple sites in the Philippines. Embedding chatbot technology into our Philippines Facebook page has significantly reduced our manual phone call outreach, and candidates love how easy it is to apply online.
The Benefits• Convenient application through candidates’
channel of choice, Facebook Messenger• 24/7/365 handling of simultaneous inquiries
and initial screenings• Real-time responses to interested parties
The Results • Conducted 3,000 interviews vs. 966
during the same three months the year prior• Saved more than 1,200 manhours
on outreach• Reduced cost per hire by 84%
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When contact centers use hiring analytics and adjust job
profiles to fit different needs, they find proficient agents with
the right personalities and skillsets to take care of increasingly
complicated conversations. These meaningful alignments
reduce performance variability by bringing in lasting talent and
prioritizing your customers’ satisfaction.
© 2018 Alorica Inc. All rights reserved.
For more information on transforming your company—and consistentlydelighting your customers—call 866-ALORICA or email [email protected].
Improving Performance Variability: Recruit to Suit About Alorica
15© 2018 Alorica Inc. All rights reserved.
Improving Performance Variability: Recruit to Suit
About Alorica
Alorica is a leading provider of Business
Process Outsourcing solutions that span
the entire customer lifecycle. Good, glad
we got that out of the way. Here’s the deal
—we think serving customers is awesome.
And that’s why, when it comes down to it,
we really only do one thing—we make lives
better…one interaction at a time.
PASSION • PERFORMANCE • POSSIBILITIES
These are the principles that guide us in
helping others make better choices and
informed decisions. They’re more than
words. They’re our rally cry.
PASSION
Everything starts with conviction. A desire
to obliterate the status quo, and the
audacity to believe that we will. We’re
problem solvers. Question answerers.
Strategic dreamers. We see every
interaction as an opportunity to create
opportunities—for our customers, our
clients, our colleagues and our communities.
PERFORMANCE
We’re 110% committed to the end result.
Onward and upward, it’s all about taking
our clients to the next level. We stay
engaged. We mine new sources of
inspiration. And we give it our all, no
matter the challenge. They say go big or
go home. We don’t believe in the latter.
POSSIBILITIES
100,000 employees. Operations in 16
countries. Over 70% of our business is with
Fortune 500 companies. So where do we
go from here? Anywhere. Everywhere.
We’re always innovating, evolving, imagining
new ways to continuously improve. Some
see the sky as the limit. We see the sky as
a stepping stone.
WHAT’S IN OUR SECRET SAUCE?
A spoonful of customer care. A dash of
technical support. A pinch of revenue
generation. Equal parts receivables
management, customer retention and
reverse logistics. Fulfillment and B2B
solutions, for sweetness. And finally,
hosted contact center solutions, direct
response and back office processing for
that added kick.
Guess it’s not so secret anymore, huh…
Alorica
16© 2018 Alorica Inc. All rights reserved.
i Neher, Kevin, Obeid, Maurice and Phalin, Greg, “Why Your Call Center Is Only Getting Noisier,” McKinsey and Company, July 2017. https://www.mckinsey.com/business-functions/operations/our-insights/why-your-call-center-is-only-getting-noisier
ii Arnold, Andrew, “How Chatbots Feed Into Millennials’ Need For Instant Gratification, Forbes Magazine, January 2018. https://www.forbes.com/sites/andrewarnold/2018/02/12/how-chatbots-feed-into-millennials-need-for-instant- gratification/#7e679200d388
iii Moore, Susan, “Gartner Says 25 Percent of Customer Service Operations Will Use Virtual Customer Assistants by 2020,” Gartner Press Release, February 2018. https://www.gartner.com/newsroom/id/3858564
iv Arnold, Andrew, “How Chatbots Feed Into Millennials’ Need For Instant Gratification, Forbes Magazine, January 2018. https://www.forbes.com/sites/andrewarnold/2018/02/12/how-chatbots-feed-into-millennials-need-for-instant- gratification/#7e679200d388
Bibliography
Improving Performance Variability: Recruit to Suit
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