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Contact centres: how to recruit and retain high performing agents

Five steps to help contact centres to identify, select and retain talented agents are available in a new insight guide from cut-e.

Called ‘Recruiting special agents’, the guide provides best practice advice to help contact centre recruiters to hire the right people, differentiate their employer brand, engage candidates and improve the efficiency of their selection process.

“Many people who apply for agent positions in contact centres are unsuited to the job,” said Andreas Lohff of cut-e. “This guide explains how to attract, recruit and retain ‘right fit’ agents and how you can save time and resources in recruitment.”

The guide outlines how technology can optimise the selection process and cut the time-to-hire. “Integrating systems such as your Applicant Tracking System and HR Information System can create efficiencies,” said Andreas Lohff. “It also enables you to mine and utilise employee data in ways that weren’t possible before. This opens the door to a wealth of new talent analytics that can further improve your recruitment, increase sales and help you to avoid the disruption of hiring the wrong people.”

cut-e in the media

Graduate Recruitment: Is It All A Game?

Insights at Work - 6th April 2018,

You’ve graduated from a four-year degree and decide to apply for a role in a graduate programme. You’re excited to showcase the skills you have learned and apply them in a real-life business context. You’re asked to complete an online assessment as part of the application process. The assessment is a game in which you must control a robot to shoot numerous flying objects. Your fate in landing your first professional job lies in the result of this game and you wonder: Is this the right way to test your abilities for the role?

Upwardly mobile: Why phones are now first choice for assessment

Personnel Today

Personnel Today - 16th March 2018, UK
With changing candidate preferences, smartphone assessment has become the top priority for employers, says Richard Justenhoven. A quiet revolution has occurred in the psychometric assessment industry. For the past 30 years, job candidates have completed online assessments via their PCs and laptops

Changing the game plan

HR news - 2nd March 2018, UK
Gamification has been heralded as the ultimate way to differentiate your hiring process and reduce the drop-out rate amongst candidates. But real success stories are relatively thin on the ground. Part of the problem is that games, game-based assessments and gamifed assessments are actually three different things – and only one of them should be used to select candidates.

Recruiting through the minefield of GDPR

Global Recruiter - 21st February 2018,
Andreas Lohff co-founder and chief executive officer of cut-e on recruitment and GDPR. The forthcoming General Data Protection Regulation (GDPR) is not just an issue for legal and IT teams; recruiters need to understand where it applies – and where it doesn’t – and act accordingly.

The dawn of e-headhunting

David Barrett on "The Dawn of E-Headhunting"

HRHQ - 15th February 2018, Ireland

Intelligent personal assistants, such as Amazon Echo, provide relevant answers to specific questions.
Soon, recruiters will have their own ‘intelligent assistants’ which will use predictive algorithms to trawl through ‘reactive’ and ‘non-reactive’ data to provide manageable and meaningful information about job candidates.

cut-e scienceBlog

Making situational judgement tests mobile

Making situational judgement tests mobile

We’re looking forward to presenting at SIOP in Chicago on this weekend. It’s an opportunity to share our research and findings with the wider organisational, occupation and business psychology world and to hear their thoughts on what we are doing. This year members of cut-e and Aon teams are taking part in numerous panel discussions […]

This post first appeared on the cut-e scienceBlog. Click to read more related posts.


The impact of gamified assessment

gamified assessment

The 22nd annual congress of the society of applied psychology for Germany (the GWP) was held in Wernigerode, Germany last month. We were delighted to present some of the research by the scientific team at cut-e. This blog article summarises one of these papers and looks at the impact of gamified assessment on the motivation […]

This post first appeared on the cut-e scienceBlog. Click to read more related posts.


Paradata: its role in online assessment

Paradata: its role in online assessment

The 20th annual congress of the society of applied psychology for Germany (the GWP) was held in Wernigerode, Germany last month. We were delighted to present some of the research by the scientific team at cut-e. This blog summarises one of these papers. As innovators in online assessment, cut-e’s Maximilian Jansen presented a literature review […]

This post first appeared on the cut-e scienceBlog. Click to read more related posts.


Join the cut-e Talent Forum

LinkedIn is the ‘go-to’ professional network of many HR, Recruitment and Talent decision makers – and a great way to keep informed about work-related issues, ask peers for advice, post a job and take part in relevant discussion. 

But the world of work is transforming; attracting, assessing and developing the skills employees need is changing rapidly. Our LinkedIn Talent Forum is there to share relevant articles and news, and to prompt discussion and thought as we shape and adapt talent management

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