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TRAINING IN CONTACT CENTERS

Why recruiting top talent shouldn’t be the first priority - Future People - ContactCenterWorld.com Blog

Why recruiting top talent shouldn’t be the first priority

There are two ways of looking at human behaviour: that is people generally have good intentions or those intentions and are bad. If we assume the former and employ a recruitment process that gets to the heart of a person’s engagement drivers and selects them accordingly, then it’s fair to say that new employees come into an organisation as highly engaged talent.

Highly engaged employees are the holy grail based on the three S’s of employee engagement: Say, Stay, Strive – engaged employees say good things about the company – they are a potential referral base, they stay longer avoiding the cost of attrition and most importantly they strive to deliver ‘plus one’ discretionary effort – the ‘plus one’ makes a significant impact on positive customer experience.

Research shows that highly engaged employees deliver 45% higher job performance yet only 20% of employees in most organisations are highly engaged. Furthermore close to 10% are actively disengaged and 70% are neutral – those who are neutral are average performers who fly under the radar however they also represent the biggest opportunities for managers. Imagine if we could move even half of our ‘neutrals’ to highly engaged – we’d need half the number of people to get the same outcome!

It is interesting to note that highly engaged employees also represent the greatest risk to an organisation – they deliver the most and offer the greatest potential but if disengaged can cause the most damage. A good analogy is high performance race horse spooked at the starting gates.

However, the point is that our new employees come in as highly engaged. Our job as leaders is to ensure we keep them that way. Engagement is about culture and leaders are culture in action – ‘people leave managers not organisations’.  In the contact centre, team leaders are culture in action – the new employee’s experience of the organisational culture comes via their immediate manager – and is often their only experience of the organisations culture.

The relationship the team leader builds with their new employee and the culture they foster within their team is the key to maximising employee engagement – of existing employees and the fresh new talent that joins with hopes and aspirations. Team leaders must be involved in the recruitment process of new employees: to understand engagement drivers and ensure they deliver on the promise the organisation makes when attracting talent. This is the key to reducing the very costly early stage attrition and driving long term retention.

The priority before recruiting top talent is ensuring your team leaders can deliver on brand promise and engage those new recruits.

Ensure your team leaders know how to recruit and keep highly engaged employees.

Source: http://www.futurepeople.com.au/recruiting-and-retaining-highly-engaged-talent/

Publish Date: May 27, 2015 5:00 AM


2020 Buyers Guide Headsets

 
1.) 
Premium Listing
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656


2.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

3.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224

4.) 
CTCOMM

Plantronics
Jabra
Sennheiser

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 



View more from Future People

Recent Blog Posts:
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The top priority for team leaders – people engagementMay 28, 2015 5:00 AM
Reflections on leadership; the ‘why’ is just not enoughMay 28, 2015 5:00 AM
Why recruiting top talent shouldn’t be the first priorityMay 27, 2015 5:00 AM
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