The shift towards remote work is not just a temporary trend; it’s a fundamental change in how businesses operate. According to Gartner, 80% of company leaders plan to allow employees to work remotely at least part of the time. As contact centers begin to reopen and ramp up hiring, it’s crucial to reevaluate recruitment strategies to align with this new work-from-home (WFH) model. Enter virtual interviewing—a modern solution that’s here to stay.
Rethinking Recruitment
Traditionally, contact center recruitment often relied on a “post and pray” approach, where companies would simply post job openings and hope qualified candidates would apply. However, as the landscape evolves, leaders are recognizing the need for a more proactive and efficient recruitment strategy. Virtual interviews offer a way to identify and hire high-performing representatives equipped to provide exceptional customer service, whether from home or in the office.
The Benefits of Virtual Interviews
Virtual interviewing is more than just sending a Zoom invitation; it requires a structured approach that mimics in-person interviews. By utilizing video capture technology and behavioral interview questions, organizations can enhance consistency, accuracy, and fairness in their hiring processes. This method demands collaboration among IT, human resources, and operations to develop effective tools and processes for recruiting qualified candidates.
Some companies are already leveraging employment simulation and assessment providers to streamline this process. For instance, Employment Technologies has created one-way and on-demand video platforms that allow applicants to pre-record interviews at their convenience, enabling managers to review them at their own pace. This approach not only saves time but also allows for a broader candidate pool without overwhelming recruiters.
Real-World Success
A compelling example of the effectiveness of virtual interviewing comes from a leading global outsourcing service provider. They faced challenges with lengthy and labor-intensive screening processes. After adopting EasyView, one of Employment Technologies’ proprietary platforms, they experienced a 35% increase in candidates and a 50% reduction in interview time and associated costs during a three-month study involving 5,300 participants. Candidates also appreciated the convenience of scheduling interviews at their convenience, leading to positive feedback about the process.
Time and Cost Savings
For those still skeptical about the advantages of virtual interviews, consider the significant time and cost savings. Virtual interviewing reduces the logistical burden of coordinating schedules and lowers travel-related expenses, which, according to SHRM, averages around $4,129 over a typical hiring cycle of 42 days. Furthermore, virtual platforms allow candidates to showcase their personality and presence, helping hiring managers make well-informed decisions.
Conclusion
As we move forward in this new era of work, it’s clear that virtual interviewing is not just a trend—it’s an essential strategy for talent acquisition in contact centers. By embracing this approach, organizations can streamline their hiring processes, engage candidates effectively, and ultimately make better hiring decisions.
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Originally posted July 29, 2020 on No Jitter: https://www.nojitter.com/employee-experience/performance-based-scheduling-expectations-impacts-outcomes