Casting Call
Hire the voices your client's customers speak, auditioned on their real lines.
The job
Turns each programme's mix of languages, dialects and reasons for calling into a priced casting sheet for the next hiring wave, with interview lines taken from real calls, and proves the hires closed the gap.
The moment
For an outsourced contact centre's next hiring wave, each programme's language and caller needs become a priced casting sheet, like a film's, with interview lines from real calls.
Instead of 30 general temporary staff, the sheet asks for 9 speakers of the callers' language on the night shift.
Leaving those roles unfilled costs $84,000 a month in repeat contacts, because callers in that language call back 2.3 times as often after reaching agents who don't speak it. Finance approves in the meeting.
Six weeks after the new hires start, the role is marked cast: the repeat rate for that language is back inside the programme's normal range.
What it does
- Create role cards for a wave
- Send the casting sheet to HR / ATS / agency
- Generate audition voice clips
- Record the cohort and stamp CAST
What you see
Film casting board: role cards with dialect badges, audition-line scripts with voice clips, a price tag per role and a CAST stamp
What it moves
The repeat contact rate for each dialect and reason for calling after new hires start, compared with before, and the monthly cost of mismatches removed, in dollars.
Built for
- HR & employee experience
- Contact-centre operations
- Operations
- QA, training & knowledge
