Retention Practices In Hiring Processes Survey
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Survey Results
Retention Practices in Hiring Processes September 2008
Top Hiring Challenge
Other (please specify) Not enough recruiting resources
8%
9%
Ineffective hiring tools
10%
Inefficient hiring processes
10%
Not enough qualified candidates
63%
Practices at Staffing Agencies
60%
We do not use staffing agencies
I am unsure of the screening processes the staffing agency uses
10%
Our staffing agency does all of our screening for us
11%
Our staffing agency uses the same screening processes that we do
10%
Our staffing agency uses a different screening process than we do
9%
Describing the Efficiency of Screening Processes
None of the above
Cost-Efficient
Resource-Efficient
Time-Efficient
23%
23%
24%
30%
Describing the Effectiveness of Screening Processes
Poor
Fair
Good
Average
2%
13%
38%
46%
Screening Assessment Use
Voice
Skills
Web-based Electronic, but not online Paper-based tests Not in use
Cognitive Ability
Personality
Plan to use
Giving the Candidate a Preview
Candidates do not experience what the job is like until they are hired
26%
We allow them an onsite tour of our call center
We simulate a job preview
46%
28%
Length of Hiring Process - Application to Hire
25%
More than 3 weeks
2-3 weeks
23%
30%
1-2 weeks
Less than 1 week
22%
Attrition Reduction Goals 35%
No set goal More than 100% decrease 81-100% decrease 61-80% decrease 41-60% decrease 21-40% decrease 0-20% decrease
0% 0% 2% 9% 16% 38%
Resources for Reaching Retention Goals
None of the above/no attrition goal
Allocated budget
Set timeline
Assigned team
Management directive
23%
10%
12%
15%
40%
About the Survey • Webinar registrants solicited for online survey • Results shared during webinar • 318 participants across various industries
About Knowlagent •
Knowlagent has enabled companies around the world to manage call center agents for 13 years. – – – –
•
Easy to use on-demand software – – – –
•
Hiring Training Communications Coaching
No capital expenditures Deployable in 30 days Accessible via the Web Enabling more companies to optimize frontline performance faster and more affordably than ever before.
For more info: [email protected]
Retention Practices in Hiring Processes September 2008
Top Hiring Challenge
Other (please specify) Not enough recruiting resources
8%
9%
Ineffective hiring tools
10%
Inefficient hiring processes
10%
Not enough qualified candidates
63%
Practices at Staffing Agencies
60%
We do not use staffing agencies
I am unsure of the screening processes the staffing agency uses
10%
Our staffing agency does all of our screening for us
11%
Our staffing agency uses the same screening processes that we do
10%
Our staffing agency uses a different screening process than we do
9%
Describing the Efficiency of Screening Processes
None of the above
Cost-Efficient
Resource-Efficient
Time-Efficient
23%
23%
24%
30%
Describing the Effectiveness of Screening Processes
Poor
Fair
Good
Average
2%
13%
38%
46%
Screening Assessment Use
Voice
Skills
Web-based Electronic, but not online Paper-based tests Not in use
Cognitive Ability
Personality
Plan to use
Giving the Candidate a Preview
Candidates do not experience what the job is like until they are hired
26%
We allow them an onsite tour of our call center
We simulate a job preview
46%
28%
Length of Hiring Process - Application to Hire
25%
More than 3 weeks
2-3 weeks
23%
30%
1-2 weeks
Less than 1 week
22%
Attrition Reduction Goals 35%
No set goal More than 100% decrease 81-100% decrease 61-80% decrease 41-60% decrease 21-40% decrease 0-20% decrease
0% 0% 2% 9% 16% 38%
Resources for Reaching Retention Goals
None of the above/no attrition goal
Allocated budget
Set timeline
Assigned team
Management directive
23%
10%
12%
15%
40%
About the Survey • Webinar registrants solicited for online survey • Results shared during webinar • 318 participants across various industries
About Knowlagent •
Knowlagent has enabled companies around the world to manage call center agents for 13 years. – – – –
•
Easy to use on-demand software – – – –
•
Hiring Training Communications Coaching
No capital expenditures Deployable in 30 days Accessible via the Web Enabling more companies to optimize frontline performance faster and more affordably than ever before.
For more info: [email protected]
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