2010 ata social media presentation

8/8/2019 2010 ATA Social Media Presentation

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Social Media Impact on the Call Center Industry

Chris Bracken, CEO


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Our Social Media Info:

Hash Tag: #ATAExpo

twitter.com/callmestaffing

facebook.com/callmestaffing

linkedin.com/in/wcbracken

twitter.com/samfalletta

inceptsaves.com/facebook

linkedin.com/in/samfalletta


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Why Social Media?


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Background

500,000,000

75,000,000

60,000,000


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Background:

Why Social Media?

Expanding your reach.


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10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

LinkedIn Facebook Twitter Blog None

Background: What sources

are being used for recruiting?


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Before we get started

3 keys to successful online recruiting

Ownership Who owns your online efforts for your company?

Analysis Must understand your cost/applicant & cost/hire data.

Automation Link to your ATS.


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Sharing your Jobs


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Real World: Howto use

Facebook to recruit for

your Call Center

Key points:

Engage with your followers

Dont be a spammer!

Tools for posting your jobs


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Howto post jobs to

Facebook

Key points:

JobMagic - Paid service.

Allows social sharing of jobs and

has ATS included.

Does not drive traffic to your

site, potential for less

engagement.


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Howto post jobs to

Facebook

Key points:

RSS Feed Free but requires

some technical knowledge.

Requires ATS that generates XML

or RSS feed of your jobs.

InputRSS feed to get jobs listed

on company page.


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Howto post jobs to

Facebook

Key points:

Link to job Free & easy.

Requires manual input every

time you wantto post a job.


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Twitter to recruit for your

Call Center

Key points:

Engage with your followers

Dont be a spammer!

Tools for posting your jobs


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Twitter to recruit for your

Call Center

Key points:

Allows for easy posting &

scheduling of messages Allows for click tracking on links


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LinkedIn to recruit for your

Call Center

Key points:

Leverage your professional

network. Typically more geared towards

professional positions.

Careful! This isnt Facebook no

bathing suit pictures!


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LinkedIn to recruit for your

Call Center

Key points:

Can be used for Active & Passive

candidates. Keyword, location and

background search.


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Real World: Other Tools

Key points:

Great for engagement

Go into detail as to why yourcompany/job is great.


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Analysis


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Real World: Analysis

Key points:

Google Adwords

Incredible analytic capabilities for free! Target specific keywords

Drive traffic

Track conversions

CPC pricing

Conversion pricing


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Real World: Landing Pages

Key points:

Clear and concise.

CTA is focus of page. Easy to A/B test and track conversions.


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Wrap up -

Remember the 3 keys to successful

online recruiting

Ownership Who owns your online efforts for your company?

Analysis Must understand your cost/applicant & cost/hire data.

Automation Letthe technology work for you.


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In times of change learners inheritthe earth; while the learned find themselves

beautifully equipped with a world that no longer exists.

-Eric Hoffer, Author 1902-1983

The times they are a changin

-Bob Dylan, Legend 1941-?

Social Media for Employee

Retention-

Background


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What are we trying to

accomplish?

Social Media Project Goals

Develop a social media offering forIncept clients

Reduce employee turnover

Increase employee engagement

with the Incept brand

Critical Areas to Consider

Technology is an accelerator

What is your companys level oftransparency?

Who will lead the strategy?


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Solution:

Address the problem

internally

Open lines of communication within the

company

Facilitate and maximize organizational

culture

Identify and empower- Agent Zeros

Increase organizational transparency

Expand online presence


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Who?

Internet Conversational Marketing Experts

(iCME)

A team of individuals inside and

organization, who have the

talents, experience, passion, and training

to utilize social media tools, in order to

build and maintain relationships on behalf

ofthe brand


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iCME Assessments

Personality Assessments

Myers Briggs Type Indicator

Multi-tasking Assessments

Exercise adapted from: Dave

Crenshaws The Myth of

Multitasking: How Doing it all Gets

Nothing Done

Qualitative interviews focused on

technology adoption and aptitude


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Social Media Content

Engineers

3 individuals serve as content engineers

Multiple other content creatorsdiscovered

Brief definition of role:

Execute the proposed social media

strategy as team leaders

Administer online presence andcontent strategy

Track and report established metrics

Coach others in the organization on

utilizing the social outposts


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What?

Facebook as cultural hub

Focused on internal communication

Externally visible for organizationaltransparency

Baseline metric goals

Increase page engagementwith

CMEs, Management and potential

employees Increase CME feedback on contact

center initiatives

Growthe fan base with potential job

applicants

Reduce turnover


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Facebook Enhancements

Poll Daddy

YouTube Channel Integration

Events

Networked Blogs

Discussion Board

Reviews


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Facebook content

Client news/ Industry news

Company news

Local information

Employee recognition

Weekly High performer video

Employeet

alent

show

case Anniversaries

Request for applicants


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How?

Google Reader and Dashboard

Hootsuite

Twellow


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Additional Tools

Tubemogul

Collaborative Blog


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Facebook Fan Base

Engagement

Fan Base weekly interactions

have grown by 545%


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Impact on Turnover

Reduced turnover by more than

half

Based on originalassumptions, reduced cost more

than $100,000 so far in 2010

Total investment of less than

$15,000 externally and 600 hours

internally


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Wrap Up

Technology is an accelerator

Define your limits early in the process

What are you afraid of?

2010 ata social media presentation

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