Service Delivery Advantage
Improving Front-line Recruitment 2009
Finding the Right Individuals to Deliver "Top-Notch" Service
The Ascent Group recently conducted benchmarking research to better understand recruitment and hiring practices for front-line customer service employees. The main objectives of the study was to identify “best practices” and to understand how best-in-class customer service organizations attract and select qualified frontline customer service employees.
Find out how companies recruit and hire customer-oriented employees, including:
- What recruiting channels work best to attract qualified candidates?
- What are the key hiring attributes for front-line employees?
- Do you use pre-hire assessment instruments?
- How do you identify the right attitudes and skills?
Improving Front-line Recruitment shares measurement approaches, best practices, lessons learned, and improvements. In addition, detailed results and analysis from our multi-industry survey are delivered in an executive summary format, featuring industry-level comparisons and company profiles.
Published: March 2009
Download an executive summary from our report.
Improving Front-Line Recruitment 2009
On-line Version: $425
CD-Rom Version: $450
Printed Report: $495
A $15 shipping and handling charge ($25 for international orders) will be added to CD-Rom orders and printed reports.