25+ Years of Specialized Contact Center Talent Expertise

Combining candidate matching and sourcing

For 25 plus years, I worked with global BPOs, internal contact centers, and work-at-home call center organizations to design, implement, and operate predictive hiring models ("assessments") that linked candidate scores to job performance and retention outcomes. As the founder of FurstPerson, we built a wide range of predictive assessments that measured the "will do" and "can do" that drives job performance. I continued this work when FurstPerson became part of what is now Harver. B.V.

For 10 years of this journey, we also provided recruitment process outsourcing services to internal call centers and BPOs in which we sourced, qualified, and hired tens of thousands of contact center representatives. Our compensation was performance driven - the longer we retained staff, the more we earned. We carefully analyzed sourcing data and tied it to new hire outcomes like retention at 90 days, CSAT or NPS scores, or general productivity metrics.

I was always interested in how candidate matching could influence sourcing strategy. I started Click.Match.Hire. which operates ContactCenterJobs.com, to help contact center recruiting leaders have a new option to reduce the reliance on traditional sourcing tools, reduce time intensive resume review, and feed candidate intelligence into their own locally validated assessment models.