Document Type

Report

Publication Date

7-1985

Abstract

  • The telemarketing industry is differentiated into reservation centers, WATS inbound, and WATS outbound operations.
  • Six (6) of 11 firms reported problems recruiting for entry-level positions in 1984, 4 did not, and 1 did not answer.
  • Three (3) respondents indicated they expected problems in 1985, 5 did not, and 3 did not answer.
  • Two (2) respondents expected recruiting problems in 1990, 3 did not, and 6 did not answer.
  • Five (5) respondents expected an adequate supply of telephone agents in 1985, 5 did not, and 1 did not answer.
  • Four ( 4) respondents expected an adequate supply of telephone agents in 1990, 5 did not, and 2 did not answer.
  • Five (5) respondents said the supply of applicants per position was lower in 1984 than in the past, 1 said it was the same, and 1 said applicants per inbound position were the same but the ratio was higher for outbound positions.
  • Ratios of applicants per position ranged from 2. 4:1 to 12.2:1, with a median of 3.4:1.
  • Respondents were evenly divided on whether the number of unqualified applicants had increased in 1984--2 said there were more, 2 said there were less, and 2 said the number was the same.
  • Communication skills and· telephone experience were cited most often as deficiencies in applicants.
  • Turnover rates ranged from 3% to 70%, with a median of 30%.
  • Four (4) respondents reported higher turnover rates in 1984 than in the past, 3 the same, 1 lower, and 3 did not answer.
  • The strength of the work ethic was cited most frequently as a strength of Omaha's labor force.
  • Twice as many strengths than weaknesses were listed.

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