Their module fits into a six part process: Sourcing strategies, screening process, communication skills, selection process, hire, training and developing your agents' abilities after they are hired.

I spoke with Banks and asked her a few questions pertaining to the concept of staffing services addressing the idea of how much a center should rely on a service that can control the hiring process completely or shares the responsibility of hiring.

1.Is there a loss of control that occurs when call centers seek assistance from the outside?

This is an important strategic question. If the organization believes that their human talent is their competitive edge, then keeping the data intelligence of all their findings to themselves will be critical.

It is difficult for an organization to have a continuous improvement model to screen, select the best employees if they do not have access and understanding of all that has gone into bringing this person to the job but most importantly stayed in the position.

2.What is the cultural connection between the workforce pool and company
values?

Agencies who understand that retaining people who have the propensity to do the job and are willing to train them, create an environment that values their agent’s quality of life.

Therefore, bringing the right people with the right skills to the right call center is culturally connected on both ends.

3.How has online sources of recruiting affected the job market?

There are 2 sources of getting people passive and active. Waiting for phone calls and resumes is the passive way. The active way is to generate excitement through the on line process and thus impacting the active generation of candidates to a job. It allows everyone to learn about your call center business 24/7 even when they are not looking for a job. So in fact they can be “disturbed” from their existing career.

It allows individuals to self select their careers for the future.

Contact Banks and DeanTo find out more about what can do for you and your call center.