The Hiring/Recruiting Inventory

Title: Senior Executive - Operations

Large Size Company

The essential personnel that we recruit to ensure high levels on customer satisfaction are our service center representatives. We were having extremely high attrition rates in these roles and poorly engaged customer service reps. As I inventoried our hiring process I discovered it was highly exclusionary. Since we required all of our reps to come into the office everyday, this excluded people who couldn't afford long commutes or had other circumstances that didn't allow them to work in an office everyday. With today's technology, we could allow people to work from anywhere and still monitor their performance. When we opened our recruiting process to people who truly were interested in being a customer service rep regardless of their personal circumstances, the amount of qualified people we could recruit expanded immensely.

We actually enhanced our quality standards for becoming a rep and were able to get a more diverse and engaged population just by removing some of our exclusionary requirements.

This resulted in better customer satisfaction, lower customer service rep attrition, and more engaged employees. Ultimately it resulted in better overall business results.