EDN Communication hiring managers understand that performance metrics provide the insight into desired business outcomes.  The key is to make sure that the alignment between business outcomes and performance metrics exists.  The performance metrics link the contact center representative’s performance against the business outcomes. EDN Communication creates a proactive, robust recruiting and sourcing strategy as another premier best practice with lower attrition. Many contact centers get caught in the turnover spiral. This means that high attrition forces constant hiring and each week requires another new training class.  Alternatively to minimize this counter-productive spiral, EDN Communication utilizes best practice recruiting and sourcing strategies that typically exhibit the following characteristics. 

• Generate more candidates from person-to-person and internet sources than from job fairs and newspaper ads.
• Research shows that candidates from those two sources tend to have better retention.
• Hire people quickly when needed, top candidates are off the market within 5 to 10 business days.
• The recruiting process measures key milestones at each phase in the process.
• Data comparing recruiting source and retention results are tracked and analyzed.
• TopTel USA’s execution of the recruiting plan is more critical than the recruiting strategy.