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ROI of Improving Call Center Workforce Selection

December 3, 2003
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Call center tenure tends to be the shortest in any industry. Depending on the call center's mission (order taking, customer service, technical support, etc.) training a new agent can average anywhere from $1,800 to $8,000. One significant way to cut costs and reduce turnover is to automate the hiring process and improve employee selection.

    A Unicru call center client, which prefers to remain anonymous, has used the Unicru Hourly Solution to streamline its costly, paper-based hiring process; automate tax credit screening; and assess candidates for job suitability.

$800,000 Saved in 9 Months
    The overall financial advantage of Unicru over the paper-based process is dramatic, on the order of 60% savings per applicant. During the study period from January to September 2002, the client received over 40,000 applications. Had these been handled using paper, at $50 per applicant this would have cost the company as much as $2 million. With automated hiring alone, Unicru was able to save the company $800,000.

$2 million saved in annual training and rehire costs
    Before the Unicru system was implemented, this client's peak annual turnover rate was over 200% nationwide. After nearly two years using Unicru, this overall rate has dropped almost half, to about 126%. Anecdotally, managers have reported tenure increases from 20 to 50%.

    In a follow-up quality assurance study, 93% of field managers surveyed agreed that the overall quality of employees significantly improved with the new system. One manager said "performance and attendance is better, and the turnover rate is lower." Seventy-two percent noticed a drop in first-week terminations and a 60% decline in no shows.

$130,000 in tax credits the first year
    Unicru automates other paper-based hiring processes including tax credit screening. This government program promotes the hiring of individuals who qualify as a member of a target group and provides a federal tax credit to the employers who hire these individuals (as much as $2,400 per eligible employee).

    Prior to 2000, the company had only applied for eligibility for two employees from over 10,000 hired. After one year, automatic Workforce Opportunity Tax Credit screening found approximately 12% of all new hires eligible, resulting in $130,000 in tax credits. To date the program has brought in over $800,000 in a three-year period. As the VP for Human Resources pointed out, the Unicru system more than pays for itself with WOTC capture alone.

Approximately $300,000 in annual time savings
    Managers who used to spend a large amount of their time interviewing candidates, realized the time savings from using the Unicru System. Forty percent of surveyed field managers calculated a savings of 3-6 hours per week, and almost 50% figured they saved 15-22 hours per week.

About Unicru
    Unicru won Call Center Magazine's annual 2003 Call Center Demo and Conference Best of Show Award for its superior innovation, dedication and the pursuit of excellence in providing its solution for the customer care market. Call us at 800-933-6321 or visit www.unicru.com

    After one year, automatic Workforce Opportunity Tax Credit screening found approximately 12% of all new hires eligible, resulting in $130,000 in tax credits. To date the program has brought in over $800,000 in a three-year period.

Workforce Management, December 2003, p. 64 -- Subscribe Now!

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