Interviewer Recruitment

Obstacles to finding good interviewers:

  • Competitive and higher Rates elsewhere
  • Movement between centers
  • Ebb – flow of work
  • Multi-lingual needs are hard to fill and expensive.

Possible Solutions:

  • Flexible schedules
  • Fun atmosphere
  • Creative ads
  • Signing bonus
  • Re-signing bonus
  • Recognition for good performance
  • Video of interviewers discussing job
  • Current staff referrals
    • $25 gift card if hired and work 100 hours
    • Second $25 gift card for the next 100 hours.
    • $250 at one company.

Where to Run Ads:

  • Movie theaters
  • Supermarket
  • Bowling league
  • High schools
  • Colleges
  • Job fairs
  • Radio
  • Newspaper
  • Craig’s List
  • Temp agency
  • Flyers handed out at public places
  • Part of employment network
  • Sources for multi lingual
    • Ads in community papers in language of interest
    • College language departments
    • Community organizations.

Work at Home Trends (from a company that tried it):

  • Can find mature interviewers.
  • Good retention experience.
  • Need good Supervisors to stay in contact – even face-to-face on a constant basis.
  • Fear of workman’s comp concerns has stopped another company.

Interviewer Compensation:

  • Pay Bilingual $1 to $5 more an hour
  • CASRO compensation report shows an average of $8.95 an hour
  • Need bilingual Supervisors for bilinguals
  • Ability to get bilingual depends on the community that the center is in.
  • Use language server to certify bilingual or to translate on-line.
  • Use at-home on-call interviewer for Asian surveys.
  • Give spiffs - $5 in hand.  Pay at project end too.
  • Give HR a list of cash payments for tax purposes.
  • Give gift certificates up to a certain amount.
  • Problem – cash gifts when over 40 hours leads to time and half pay for bonuses.
  • Bonuses – bases on productivity, attendance, and quality.
  • Kantar – uses a 5 point scale – 4 or 5 = more per hour, scale is weighted.  If project is different, have different rating, then average.
  • Rewarding productivity and quality is not incentivizing, it is compensating.
  • Straight increases plateau eventually; incentives can be quarterly or biweekly.
  • Incentivize work ethic across all projects.
  • Must be employed at the end of the period to be incentivized.
  • Can pay project to project
  • Short-term – hourly only rate is another way to compensate good performance.
  • There is no one bonus for all – must be customized
  • Keep changing bonuses
  • Have morale bonuses
  • Have different starting tiers or assign tier at 90 days bases on performance.  Tiers based on past performance or on doing harder tasks.
  • Harder tasks: refusals, hot line, harder studies.
  • Most merit raises = annual increases in most call centers.

Raises:

  • Can do certain raises at 90 days, at 6 months, and annual raises.
  • Or do raises at 45 day, 60 day, 90 day, and 6 months.
  • Or do 100 hours, 350 hours do the test, give raise at 800 hours do positive evaluation, 3 months if bad.

Training:

  • Do the minimum basic training early on.  Different times per participants:
    • 2 days
    • 25 hours
    • 3 days
    • 20 hours
  • Do 2 hour refreshers throughout working
  • First cover project, then do classroom with role play and practice live with facilitator.
  • Include post-training mentoring
  • One company does a preview, a test, an interview, and then decides to hire
  • There is a challenge of consistent message between training, live and older interviewers, monitors, and Supervisors.
  • Use the Buddy system – sit next to them; answer questions and provide monitors feedback.
  • Another company does all new interviewers together on the floor with heavy supervision.
  • Who trains?  It varies by company:
    • Separate staff
    • Monitoring staff
    • Supervisors

Retention and Motivation:

  • Training helps
  • Study complexity has an impact
  • 50% are gone by 3 months
  • 75% are gone by 9 months
  • You get 2-3 semesters from a college student

Supervisor Candidates – How to Identify:

  • Try the Best interviewers!
  • Consider the interviewers’ quality time management, attendance, behavior, cooperation, impartial, communication, team environment, motivation, compliance, buys into the company, and has people skills.
  • Use as assistants, help, backups, and then train for 3 months, don’t use to give feedbacks.
  • Post their bio and picture when a person is promoted
  • Most companies do posting, promote from within.  Even if they know there is no one; they post for morale and HR.
  • Inbreeding can be bad if supervisor’s only exposure is your own environment
  • Supervisor training and enrichment:
    • One company does annual off-site
    • Another company does buddy off-site
    • Can do 3 levels of training.
    • Evaluate progress at 30 days, 60 days, 90 days, and 6 months
  • Top 4 duties:
    • Manage floor or project
    • Maintain quality
    • Enforce policies
    • Run entire floor
  • Assigned seating for interviewers?
    • Yes, if using them as buddies
    • Yes for Senior interviewers
    • Everyone is one company
  • Who can decorate their booths is one issue if permanent seats are shared.

Parking Lot (Discuss at next session)

  • How can we develop a bonus plan, not just based on production
  • Explore work at home  more
  • Develop how companies pay for longevity

Follow-Up

  • Participants would attend annual phone manager summit at CMOR conference.
  • Participants recommend having the summit earlier in the week
  • Future topics include discussing critical areas – gather specific data – set benchmarks
  • Would like case studies more like TSM II
  • Suggest a committee on call center papers subsection at AAPOR?
  • Summit can be specific to our topics
  • Add meetings at MRA/AAPOR, hold  conference calls monthly
  • Set up a discussion webpage
  • Do best Practices Sharing on an ongoing basis.