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Survey Results

Retention Practices in Hiring Processes

September 2008

Survey Results

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Practices at Staffing Agencies

10%

60%

I am unsure of the screening processes

the staffing agency uses

We do not use staffing agencies

9%

10%

11%

Our staffing agency uses a differentscreening process than we do

Our staffing agency uses the same

screening processes that we do

ur sta ng agency oes a o our

screening for us

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Describing the Efficiency of Screening Processes

23%

23%

Cost-Efficient

None of the above

30%

24%

Time-Efficient

Resource-Efficient

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Describing the Effectiveness of Screening Processes

13%

2%

Fair

Poor

46%

38%

Average

Good

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Screening Assessment Use

Skills

Voice

Web-based

Electronic, but not online

Paper-based tests

Personality

Cognitive Ability

Not in use

Plan to use

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Giving the Candidate a Preview

26%

Candidates do not

experience what the

job is like until they

are hired

28%

46%

We simulate a job

preview

e a ow t em an

onsite tour of our callcenter

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Length of Hiring Process - Application to Hire

23%

25%

More than 3 weeks

22%

30%

Less than 1 week

1-2 weeks

- wee s

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Attrition Reduction Goals

2%

0%

0%

35%

61-80% decrease

81-100% decrease

More than 100%

decrease

No set goal

38%

16%

9%

0-20% decrease

21-40% decrease

41-60% decrease

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Resources for Reaching Retention Goals

12%

10%

23%

Set timeline

Allocated budget

None of the above/no

attrition goal

40%

15%

Management directive

Assigned team

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About the Survey

Webinar registrants solicited for online survey

Results shared during webinar

318 participants across various industries

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About Knowlagent

Knowlagent has enabled companiesaround the world to manage call centeragents for 13 years. Hiring

Training

Communications Coaching

Easy to use on-demand software No capital expenditures Deployable in 30 days Accessible via the Web

Enabling more companies to optimizefrontline performance faster and moreaffordably than ever before.

For more info:kengle1@knowlagent.com