With low entry barriers and high rewards, there has been a staggering 112% increase in applications for contact center roles.
High-quality agents are crucial for BPOs.
Candidate satisfaction is more important than ever, but BPOs across the world are struggling to hire, retain, and develop engaging agents in these challenging times.
Job Applicaion Increase
Outdated Hiring Processes
A rise in multilingual and remote contact centers increases demand for agents proficient in non-native languages and remote working. Assessing candidates using outdated methods can result in poor fit.
Remote BPO Employee Development
Agents face increasing pressure due to complex calls and impatient customers. Remote support, training, and development pose a complex challenge for improving their performance.
SHL Contact Center Solution
SHL's end-to-end solution transforms your talent decisions with engaging assessments, simulations, and data-driven people insights to identify, hire, and develop high-performing contact center agents.
SHL talent solutions drive real business outcomes.
8,000
Manage High Applicant Volume
A global BPO assessed 8,000 candidates in just one month using SHL.
1,719
Source High Performers
SHL-identified high scoring candidates handled 1,719 more calls per representative annually.
1.3x
Elevate Customer Service
High-scoring candidates show a 1.3x increased likelihood of receiving high CSAT ratings.
Hire and retain high-quality contact center talent.
Transform your hiring and talent development decisions with the power of SHL’s engaging experiences, assessment technology and actionable data.
Explore SHL’s Wide Range of Solutions
With our platform of pre-configured talent acquisition and talent management solutions, maximize the potential of your company’s greatest asset—your people.