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Pre-Hiring Strategies: Beyond Background Checking To Reduce Turnover Costs and Increase the Customer Experience

Posted: 08/19/2009

The economic crisis has put financial stress on many middle class families. These challenges are often because of unforeseen circumstances, such as a job loss or illness. New Jersey Shares provides relief to people who are not eligible for other types of assistance. It is the only statewide, nonprofit 501(c)(3) organization that provides grants to pay the utility bills of households in need through a statewide network of more than 213 community-based social service agencies operating out of 238 sites. Kimberly Warrick, Client Service Center Manager of New Jersey Shares, oversees New Jersey Shares' two call centers. In this economy, it is crucial for her to assist her call center representatives in providing excellent customer service; because of the increased financial strain on the middle class, Warrick must accommodate a higher call volume at the call centers. Warrick shared the New Jersey Shares call center case study at IQPC's Call Center Week on "Pre-Hiring Strategies-Beyond Background Checking to Reduce Turnover Costs and Increase Customer Experience."

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Tags:  call center week | utilities | call center representatives | iqpc | pre-hiring strategies | New Jersey Shares | hiring | contact center | call center | Kim Warrick

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