Call Centers Industry Benchmarking

Statistical Sample: 60 companies – Time Period: April – May 2022

Call Centers Industry Benchmarking

employee value proposition (evp)

Employee Value Proposition is the promise you make as an employer to your employees in return for their commitment.

Your EVP is the core of your Employer Brand and should characterize the substance of your organization and the reason why it is unique.

43 out of 60 include their Vision

35 out of 60 include their Values

40 out of 60 refer to Development Opportunities

33 out of 60 display their Working Lifestyle

Channel effectiveness

The research was conducted on Job Boards and Social Media. These channels are tools that Employers can use to advertise their job openings.

Only 6.7%

Meaning, 4 out of 60 companies have a page or
a social media account dedicated to Human Resources.

Top 3 Job Boards (companies’ choice)

Top 3 Job Boards (candidates’ choice)

CAREER SITE

Most of the call centers we examined have a career site. The main area of focus was based on whether the career site is bilingual, the information included about the company, the hiring process, the corporate/people videos, the content of the job postings and the option to address their CV on a Job Alert section.

75%

of the companies own a career site (45 out of 60).

13.3%

of the companies have a “Job Alert” button on their career site (8 out of 60).

Statistics about the 45 companies who own a career site:

Career site tab (homepage): 38/45

Bilingual career site: 21/45

Corporate / People videos: 14/45

CANDIDATE EXPERIENCE

A mystery candidate profile was created and completed the application process from the beginning (searching for career opportunities) until the end (submitting the application).

Talent Pool

40%

have a Talent Pool section (24 out of 60)

Job Openings

63.3%

have a Job Openings section (38 out of 60)

Application via mobile

Statistics about the 45 companies who own a career site:

97.7%

44/45 have a Mobile-Friendly career site

95.6%

43/45 have a Mobile-Optimized career site

Candidate Survey

We conducted a survey to 380 employees and potential candidates of the Call Centers Industry in order to capture the true elements of Employer Branding that have an impact on a Candidate’s decision towards their next Employer.

We hereby present some of the main facts the survey revealed:

Main Facts

1

Working model (remote working)

31.12% of the candidates work remotely while 29.59% work on-site. 43.88% of the candidates are willing to work fully remotely (5/5 days per week), while 11.73% are not willing to work remotely at all.

Diversity & Inclusion

31.95% of the participants stated that it is important for them to know that the workforce of the company includes people from the LGBTQ+ community and 46.06% of them stated the importance of including people with disabilities.

2

3

Job seekers’ habits

Candidates look for job positions on:

Job Boards (82.16%)

Social Media (51.87%)

Career Sites (56.02%)

TOP 3 Reasons why to feel satisfied with the current Employer:

Job security (77.59%)

Feeling appreciated (64.73%)

Development Opportunities (53.11%)

4

5

TOP 3 Reasons why to leave a company:

Working environment (75.93%)

Compensation package (75.93%)

Work-life balance (51.04%)

Employer Branding

The majority of the potential candidates stated that it is unlikely that they apply for a company that has a bad reputation about their products (46.67%) as well as about the way they treat their employees (63.45%).

6 Candidate Survey