improving performance variability: recruit to suit...process outsourcing solutions that span the...

Strength Conditioning: Capabilities for Consistency eBook Series

Improving Performance Variability: Recruit to Suit

2

When employees start jumping ship, something’s amiss.

Match minds to missions, and your staff will thrive.

© 2019 Alorica Inc. All rights reserved.

3© 2019 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


Finding the Right Fit


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


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.



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


Matching Minds to Missions


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.

8


Matching Minds to MissionsA long-term client saw a 39% attrition reduction after revamping existing hiring profiles and building a custom skills matrix.


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


“Chatbots mesh perfectly with millennials’ expectations and the ways in which they are used to interacting with the world around them.” –Forbes, 2018 iv


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


We saw a 50% increase in interviews processed with our Alorica chatbots versus the previous year without chatbots.


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


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?


Chatbot Recruiting


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%

13

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.

© 2019 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



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 15

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


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


Bibliography

improving performance variability: recruit to suit...process outsourcing solutions that span the...

Documents