A new white paper from FurstPerson identifies key metrics and success
factors for companies and their call center hiring managers in the United
States and Canada.
CHICAGO, Feb. 4 /PRNewswire/ -- FurstPerson, a Chicago-based company that
helps call center hiring managers hire and keep call center employees, has
issued new research findings that indicate 57 percent of call center
executives surveyed in the United States and Canada expect to increase their
hiring volume in 2009. Five percent forecasted a reduction in hiring volume
over the same period.
These findings and others are contained in a new white paper produced by
FurstPerson called, "Ten Things You Should Know from the 2008 Call Center
Hiring and Compensation Study." The white paper is available at
FurstPerson Vice President, Research and Consulting, Brent Holland cited
the fact that current high unemployment rates provide hiring managers with a
larger-than-average pool of applicants from which to choose, but suggests that
managers closely evaluate both hiring and retention practices to ensure
against high call center turnover rates, which lead to higher costs for
"High unemployment rates have expanded the talent pools from which call
centers typically draw upon in many labor markets," explained Holland.
"Although hiring more talented and dedicated employees is an important
step towards improving a company's position," Holland cautioned, "many of the
factors that drove poor employee engagement and high call center turnover have
remained unchanged. The implication is that a call center's success at
capitalizing on this opportunity will depend on its ability to change the way
it hires call center staff."
The FurstPerson white paper addresses these hiring and operational
factors and provides research findings that offer companies and their hiring
managers direction with respect to successful hiring and retention practices.
Other findings include
-- Employee referrals produced the largest percentage of new hires,
although respondents did not rate it as the most effective sourcing
-- Call center turnover rates are higher for outsourced centers compared
to internally run centers.
-- Contact center applicants rated opportunity for advancement as the
important consideration, followed by pay and company reputation.
-- 46 percent of job applicants reported being "dissatisfied" with their
Additional findings in the white paper address critical subjects such as
the cost of turnover for internal and vendor centers, center director tenure
compared to attrition rates, job candidate desired pay versus actual pay, the
demographics and relevant experience of typical applicants, and more.
The white paper was issued through FurstPerson's Research and Development
Group. In late 2008, it surveyed call center executives representing about 70
call centers in the US and Canada as well as about 1,300 call center job
Site directors and human resource directors that have a comprehensive
understanding of the hiring and compensation facts for their call center
organization are invited to participate in the 2009 survey process by
registering at www.furstperson.com/survey-registration. For more information,
For further information:
For further information: Jeff Furst of FurstPerson, +1-773-527-2334, or
mobile, +1-847-812-4897, Jeff.Furst@furstperson.com Web Site: