The report which poses the influence of recruitment on reducing attrition suggests, “Recruitment has traditionally been about asking the question “Can the applicant do the job?”. Having the skills to carry out the task is obviously important, but most skills can be learned, and in an environment such as a contact centre – where both tasks and environment are not suited to everyone – other factors are perhaps more important.” It goes on to recommend that “The most effective form of recruitment method is consistently said to be a face-to-face interview, with assessment centres, contact centre simulations and skills-testing also effective.”
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