New Case Study Template
10 Jan, 2025
The demand for contact centers continues to increase: Recent reports indicate that the industry is growing at 16% annually. For contact center talent acquisition and operational leaders, growth in demand combined with global labor challenges are creating severe pressure to meet hiring demands.
Although high-volume hiring has always been challenging, changing labor markets and increasing labor costs are putting pressure on BPOs and internal contact center operations to review their recruitment strategies.
Last year in our contact center hiring trends, we discussed that recruitment teams would need to focus on digital transformation and reducing agent attrition to cope with the surge in contact center demand while the global labor shortage continues.
As we look at 2022, contact center and BPO talent acquisition leaders are doubling down on themes from 2021 and focusing on additional tactics to relieve the hiring pressure points they are facing in 2022.
Trends in contact center volume recruitment in 2022
With this context in mind, let’s look at the trends that are set to shape volume hiring strategies for contact centers in 2022.
Trend #1: Focus on defining, measuring, and matching
In a recent discussion with a Talent Acquisition (TA) leader, she described her number one priority over the next twelve months as being able to improve the accuracy of the hiring profiles for her service and support roles.
Contact center job performance is the intersection of work ability, skills, and behavior. Being dependable on the job, for example, will not compensate for poor multi-tasking skills that impact the customer experience. This means job candidates need to meet minimum job requirements in all three areas.
As leading contact center TA leaders continue to improve their ability to define job success and failure, they are moving away from self-reported candidate data – like resumes and work experience – to drive hiring decisions based on objective data related to job fit.
In this process, talent teams are replacing outdated hiring tactics with quantifiable job analysis processes that enable them to systematically identify the key knowledge, skills, abilities, and competencies of top performers. Once TA leaders have defined the job requirements and measured a candidate against them, they can improve their ability to match job candidates to open positions.
