Staff Selection and Retention

<h3>Staff Selection and Retention Overview</h3>This course provides you with the knowledge you need to match new employees with contact center careers, project staff requirements, and select and retain the best employees. <h3>Learning Objectives</h3> <b>Upon completion of this eLearning module you will be able to:</b> <ol> <li>Identify the four contact center career paths. <li>Identify the benefits in selecting the right people as employees. <li>List the four thought processes. <li>Explain the role trait profiling plays in selecting employees. <li>Identify the best profiles for each of the career paths. <li>Describe the characteristics of each of the thought processes. <li>Define the eight contact center positions. <li>List the general skill requirements of contact center agents. <li>Identify the additional skill requirements for inbound B to C, outbound B to C, inbound B to B, and outbound B to B. <li>Describe how to forecast inbound staff needs. <li>Calculate the staff requirements for a given marketing effort. <li>Explain the profitability system of outbound contact centers. <li>List the advertising media available for advertising positions. <li>Describe how to prepare for and conduct the first telephone interview. <li>Explain the process for evaluating a candidate's communication skills. <li>Describe the process for face to face interviews. <li>Explain how to develop a compensation plan. <li>Define variable expense. </ol> <h3>Course Outline</h3> <ol> <li> <b>Career Paths</b> <ul> <li>Contact Applications <li>Career Pathing </ul> <li><b>Selecting New Employees</b> <ul> <li>Selecting Potential Employees <li>Profiling Potential Employees <li>Trait Profiling <li>Contact Center Positions Indicator </ul> <li><b>Projecting Staff Needs</b>