Saturday, June 28, 2008
Strategic Hiring System pays off in reservations call center
Retention increased from 27% to 58% with use of the strategic hiring system.
A major hotel management firm operates a reservations call center with a primary mission of customer service, and a secondary sales function. The call center experiences wide seasonal workload fluctuations, and has traditionally begun a major round of hiring each winter. Both performance and turnover have presented challenges in this environment. In 2003, reservations agents hired in the winter campaign had only a 27 percent chance of remaining on the job beyond June 30. This required additional and continued hiring efforts through the spring and summer seasons—times of year that present additional hiring challenges in their employment market.
In midwinter, by contrast, the company had an abundance of applicants for their open positions.
The challenge
The challenge was to design and implement a strategic hiring system, with the goal of increasing retention and reducing the necessity of additional hiring through the spring and summer.
The solution
Click here to continue reading this case study.
A major hotel management firm operates a reservations call center with a primary mission of customer service, and a secondary sales function. The call center experiences wide seasonal workload fluctuations, and has traditionally begun a major round of hiring each winter. Both performance and turnover have presented challenges in this environment. In 2003, reservations agents hired in the winter campaign had only a 27 percent chance of remaining on the job beyond June 30. This required additional and continued hiring efforts through the spring and summer seasons—times of year that present additional hiring challenges in their employment market.
In midwinter, by contrast, the company had an abundance of applicants for their open positions.
The challenge
The challenge was to design and implement a strategic hiring system, with the goal of increasing retention and reducing the necessity of additional hiring through the spring and summer.
The solution
Click here to continue reading this case study.
Labels: Assessments, Case_Study, Hiring
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