1. Call Center Recruitment, Selection & Placement System Justin Stevens, Andrew Marcinko & Nick Kurtz

2. Organization & Context  Fortune 500 company founded in 1999  Approximately 15,000 employees  Revenues just under $5 billion  Position: Call Center Team Member at a new location  Existing Job Analysis/Position Expectations for the position, but this location is new as of this year.

3. Job Duties and Requirements  Job Duties:  Take customer reservations and effectively respond to customer inquiries and questions.  Relay general information to customers through email and telephone calls.  Minimum Requirements  Effective problem solving skills  Basic knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)  Type 25 words/minute or faster  Flexibility to work nights or weekend

4. Background on Recruitment  Web-Based Recruitment  Positions are advertised on the company website  Posted on the company LinkedIn page  Targeted Recruitment  Information sessions at colleges and community centers  Partnership with Hispanic Chamber of Commerce  Internal recruitment

5. Background  Large Applicant Pool  Separate applications for Bilingual (English/Spanish) and English only.  Experience and typing skills  Stop light method used in Initial Behavior Assessment  Green – response is acceptable  Yellow – response is not ideal, but acceptable  Red – response is not ideal or acceptable.  In home typing test administered

6. Background  Second step is a basic phone screening  Knockout questions  Confirm application data  Third step – In person group interview  Group of 30 broken down to groups of 4  Behavioral interview questions scored on 1-5 scale  In person typing test is administered  Language test for bilingual applicants only

7. Background  Drug screening performed  Background check performed  Job Offer given  E-mailed offer letter  Follow up phone call You’re Hired!

8. Positives  Separate Applications  English only and bi-lingual are treated as separate positions  Forced choice saves time and limits deception  Internal Recruitment  Open positions are promoted internally  Particularly useful in finding bi-lingual candidates

9. Positives  PeopleFluent  External HR management software  Manages applicants from start to finish  Panel Interview  Standardized scoring rubric  Developed and validated externally  Rater training

10. Positives  Realistic Job Preview  Group interview has an ‘Information Session’ feel  Realistically explains the job (positives and negatives)  Work Sample  In-person typing test is a work sample  Test requires applicants to perform tasks they would perform on the job

11. Improvements  Internal Validation Study  Confirm validity and reliability of external selection devices  Use to make other procedural improvements  Focus On:  Manager satisfaction  Costumer satisfaction  Employee performance  Turnover

12. Improvements  Diversify Recruitment Strategy  Print/Newspapers  Local classifieds  Additional online posting  Target call center experience

13. Improvements  Panel Interview for Spanish Language Test  Panel interviews are more valid  Multiple raters  Reduces bias  Scoring rubric  Multiple Questions for Spanish Language Test  One question may lower reliability  Minimal added time

14. Improvements  Standardize Rating Process for Pre-screening  How many ‘yellow’ responses is acceptable?  In the validation study, examine the differences between different ratings on the Behavioral Assessment  This would help determine standardized cutoff scores for advancement from the Behavior-Based Assessment

15. Improvements  Individual Panel Interviews  Group interviews impact other applicants  Keep panels/rubric  Additional Work Samples  Easy to replicate job duties  Role play

16. Questions?