Improving Front-line Recruitment

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.

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.

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?

March 2009