Is The Virtual Recruiting Model A Successful Strategy For Remote Agent Talent Assessment?

The main purpose of finding successful strategies for remote agent talent assessment

is to optimize your hiring process and increase performance to drive more profit for your organization.

The two recruiting models for remote agent hiring we are going to talk about are the hub and spoke model and the virtual one.

In the Hub and spoke model, agents work at home and live within a convenient drive time of the physical center.

In the Virtual model, agents can live anywhere.

One of the key benefits of the virtual model is the ability to optimize your recruiting efforts. For each candidate that completes your process, you can match them to all of your contact center job families and call types. This enables you to save significant recruiting expense, improve the chances of a candidate being hired by your organization, and improve overall fill time.

With both models having benefits and drawbacks, we consider the access to talent the most important benefit of the virtual agent model.

In a traditional brick and mortar labor market, population size, competitive influences, and distance influence the percentage of superior talent for contact center jobs. You might be at a 3 to 1 candidate to hire ratio or maybe 4 to 1 or 5 to 1. This means your ability to select potential top performers is very limited. Unlike the hub and spoke model, the virtual one gives you the opportunity to reduce the impact of population size and distance in the recruiting equation which improves your access to more talent. This gives you the chance to be more selective. Some organizations have seen their hiring ration increase to 20 to 1. The virtual model can enable you to hire more potential top performers. Using a data-driven hiring process will demonstrate that the more selective you can be, the more value you can drive in new hire production. This can lead to performance improvements of 20% to 50% for more selective hiring models than models stuck at a 3 to 1 hiring ratio.

If you are interested in reading further on talent assessment strategies in the home agent model, we recommend you to read the Going Home Talent Acquisition Strategies for Remote Agent Models Which Road to Take? white paper.

by: Jeff Furst

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