Network Recruitment, DFP's contact centre specialist division, is an industry leader in call centre and contact centre recruitment. Network has been ranked in the top ten for market share, best provider and main provider, against large multinational corporations (ACA Research – Recruitment practices in call centres in Australia and New Zealand).
Specialists in volume and campaign based recruitment, Network works collaboratively with clients to provide quality recruitment outcomes. We have continued in our commitment to developing more effective selection processes for our core recruitment specialisations and have further developed our assessment capabilities.
We focus a great deal of energy on the precision of our candidate selection and assessment techniques to ensure a positive match for both clients and candidates.
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CONTACT CENTRE RECRUITMENT
Working with many of Australia’s leading contact centres, we have been fortunate in accruing tremendous appreciation for the intricacies of successfully managing and operating a contact centre.
Through working closely with both our clients and candidates, continually listening and learning, we endeavour always to build on this understanding.
We focus a great deal of energy on the precision of our candidate selection and assessment techniques to ensure a positive match for both clients and candidates – we are dedicated to facilitating rewarding recruitment for our clients, our candidates and our staff.
The Positions…
| Customer service (inbound & outbound) |
Workforce planning |
| Customer service (inbound & outbound) |
Workforce planning |
| Sales (inbound & outbound) |
Operations management |
| Appointment setting |
Contact centre management |
| Credit collecting |
Technical support |
| Market research |
Training |
| Team leading |
Campaign coordinating |
| Workforce analysis |
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The Industries…
| Electricity, gas & water supply | Transport & storage |
| Contact centre outsourcing | Wholesale & retail trade |
| Communications services | Finance & insurance |
| Government administration & defence | Manufacturing |
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ASSESSMENT CENTRES
Network supports a robust recruitment process that optimises reliable outcomes through sound recruitment practices. Evaluation by way of assessment centres focuses on the systematic and objective identification of behaviours.
During the preliminary stage of the recruitment exercise the Network account team conducts a thorough role analysis and determines a set of clearly defined competencies with behavioural indicators. Once established the Network Account Manager, in consultation with the client, selects the most relevant tools to be incorporated into the assessment centre.
Assessment Centre Methodology
Network’s recruitment methodology incorporates all elements required for success in the role and organisation and favours assessments with high predictive validity. Our assessment centre approach incorporates a weighted focus on behavioural assessments and comprises a battery of tools that reflect the core competencies identified as critical for success in the role. Core competencies are evaluated in multiple exercises to ensure consistency and to enhance reliability. The suite of available assessment tools includes the following:
| Computer packages skills testing | Group activities |
| Behavioural based interviews | Presentations |
| Work sample exercises | Psychometric evaluations |
| Roleplays | Values and motivational assessments |
| Work simulation using The Simulator | Reference checking |
The Network Assessment Team
The Network assessment team conducts and evaluates all candidate assessments. A central assessment centre facilitator is present at each session to ensure consistency in all evaluations. Multiple assessors observe all exercises and at the conclusion of the session the assessors debrief to review candidate performance. An integration process follows where the calibration of candidate results occurs.
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