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According to recent reports, recruiting agencies are in high demand, and this trend is set to continue: The industry is growing at a rate of 16 percent per year. The increasing demand for contact center workers, coupled with the global labor shortage, puts a lot of pressure on those hiring and running the operation.
BPOs and internal Recruiting agencies are under increasing pressure to reevaluate their recruitment strategies due to shifting labor markets and rising labor costs.
Preoccupation with: description, capacity, and amplification
The precision of the hiring profiles for her service and support roles was cited as her top priority in a recent conversation with a Talent Acquisition (TA) leader.
Working in a call center requires a combination of workability, skill, and behavior to be successful. A lack of ability to multitask will not affect your ability to be dependable in your job. This means that job applicants must meet the minimum requirements in each of the three categories listed above. Call deflection strategies to affect the number of people hired for in-person interactions.
Non-voice interactions are outpacing voice interactions as a means of customer interaction with call centers. According to a recent study, 66% of consumers connect with their favorite brands across three or more touchpoints. Call rebound technology and consumer acceptance of self-service options allow BPOs and internal Recruiting agencies to balance rising labor costs with ways to reduce live interaction volume. Examples of technology in use include pre-written text messages and conversational AI chatbots.
Outsourcing less complex calls to offshore delivery centers was common in the early 2000s. These new strategies are eerily similar. Interactions handled by contact centers have become more complicated and high-value in recent years.
The focus on speed to hire
The difficulties that the labor market will face in 2022 are well known. Recruiting agencies that do not have competitive hiring processes risk losing qualified candidates to organizations that can quickly identify those who are actively looking for work.
It’s easy to see that TA leaders are investing as much in recruitment technology as they are in digitally transforming their contact center operations to rework their hiring processes so that job candidates can move more quickly between initial contact and accepting an offer.
Working from home is a significant factor in capacity planning
Since 2002, Recruiting agencies and BPOs have been embracing work-at-home models. Employers are enticing to them because of their ability to expand their workforce, hire more qualified workers, and provide better work-life balance. The pandemic forced many contact center leaders to embrace remote agent models fully.
BPOs and internal Recruiting agencies have quickly become fully virtualized using cloud computing. According to a recent study, 65% of contact center agents work from home at least part-time.
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