Research regarding recruitment

[mohanmonteiro]

Hi,

IÂ’m working with the people practice of a management consultancy in the call center/BPO/remote service delivery space.

IÂ’m trying to gather some information related to call center recruitment practices, specifically at the agent/associate, team leader/supervisor and middle management levels

My queries are:

1. What are the various sources that can be used to recruit for these positions? What are the pros and cons of using each of these sources?

2. What would you estimate to be the normal elimination rate at each stage for a given job vacancy? (E.g. for a given managerial post, how many resumes would you hope to view, how many would you shortlist for an interview, how many would you retain till the final elimination round)

3. Where can I obtain a competency profile for each position?

4. Is the practice of a binding contract ever used for new recruits to keep them with the organization for at least a minimum time period?

IÂ’m very new to the field (some of my queries might confirm that) and could really benefit from all your insights.

Regards

Mohan Monteiro