Over a decade ago FuturePeople CEO and founder Linda Simonsen saw that the contact centre would be an increasingly important channel for engaging customers and driving business success. She also understood that having the right people on the front line lies right at the heart of the matter. That because peopleâ??s values drive their behavior, and getting best fit between this and organizational culture is fundamental to great performance.
However, she also saw challenges. Then, as now, attrition was a major issue, with average industry turnover exceeding 45% and the cost of replacing an agent starting at $20,000 per annum.
Starting out as a contact centre recruitment specialist, FuturePeople met that challenge head on and collaborated with the contact centre industry to develop a scientifically-grounded recruitment process â?? FutureFitâ?¢ â?? to select employees for â??best fitâ?? with the specific needs of a contact centre environment generally and our clients specifically. Over the years, theyâ??ve won a slew of industry awards for that innovation and their specialist focus, and evolved their approach working with category-leading contact centres in a variety of industries.
FuturePeople also committed to an ever-deepening understanding of the industry, publishing several industry reports and commissioning industry-specific research into issues such as workplace flexibility, salary benchmarks, leadership development and trends.
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