O2 revamps hiring to reduce call centre attrition
With four contact centres to operate - including a new site to staff - and labour turnover costs to control, telecoms provider O2 has redesigned its recruitment process to ensure that it attracts and retains the best employees.
On this page:
The challenges of labour turnover and large-scale recruitment
The new hiring process
Performance-based selection
Creating a performance profile
A three-stage process
The recruitment process timeline
Discover O2
Attitude and access discussions
The advice exercise
Literacy, numeracy and IT test
Scoring against a candidate assessment profile
Unsuccessful candidates
Satisfaction with the new recruitment system
A major challenge
Organisation profile
Resources
Key points
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