Valuation methods of efficiency of recruiters of personnel for contact centers and the principles of their motivation

The first – quality of selection which represents a ratio of the working employees in 90 days after employment to quantity employed in a month.

The second KPI is productivity of new employees, it is calculated as the relation of the new workers reaching the main KPI to quantity of recently employed.

The third indicator – the level of satisfaction of employees, i.e. results of an external research of job satisfaction of recently employed recruiters.

The fourth KPI is routine of personnel, percent of the dismissed employees in a month to their total quantity in the company. If this indicator is low, so the department of recruiting works effectively.

The following KPI is the cost of selection of employees, the relation of costs for personnel recruitment to a total quantity of employed. The department of recruiting also should work on decrease in value of this KPI.

One more significant performance indicator – selection adherences to deadlines, displaying, how quickly recruiters can satisfy requirement of the company for the personnel.

For more convenient and effective control over work of department it is possible to select command and individual indicators and to combine them. The method applied in Teleperfomance company – tracking of a so-called "quantitative funnel of candidates" – the relations invited to comers to an interview, selected to started training, come to the line, to left during the first 30/90 days can be a good example of such combination. If to speak about assessment of skills of recruiters then quarterly control of results of their activity and identification of the critical mistakes made by specialists at a stage of a preskrining and an interview is important. Here well established feedback with the workers who are recently employed through department of recruiting will help.

Important point in increase in efficiency of the recruiter is his motivation. If to speak about the system of material motivation, then, first of all, it is necessary to consider selection volumes. For an example, in Teleperfomance company the structure of income of the recruiter can assume up to 45% of the bonus part of payments depending on achievement of certain values of these or those KPI, and only 55% will be fixed. The scheme of motivation should be focused, first of all, on result. As shows experience, most effective to set the purposes in limits of month, but prioritizing of tasks needs to be carried out weekly. The effective model of material motivation assumes presence at each employee of department of personnel recruitment to five personal KPI for which accomplishment a variable part of payments will increase. At the same time each KPI has a certain weight in a total amount. At low indicators the detailed analysis of professional activity of the recruiter on each of KPI is necessary.

"At it approaching it is impossible to ignore methods of non-material stimulation of recruiters, – Ovchinnikova Anna, the head of service of selection and personnel training of Teleperfomance company noticed. – Often internal monthly and annual ratings of the best workers assuming a rank "recruiter of year" of the training program and personnel developments yield good result – considerably increase efficiency of workers. Our company of employees also involves in project work, business trips, the external nominations and awards are performed. We do not forget and about corporate actions, such as quarterly HR Summit and annual HR DAY and also about a set other summits and forums".

Perspectives of development of the HR direction in Russia:

• The main trend – process automation: A CRM system, distribution of methods of a video interview, interactive platforms with elements of gamification and flexible access to them 24/7/365. P
• At the same time the major role in increase in overall effectiveness of department of work with personnel will still be played by the recruiter – the specialist, highly effective and well motivated, having all knowledge and skills, necessary for professional activity.