Rampent turnover in call center jobs is caused by many reasons, but a new study suggests that, at least in some part, falsified information on resumes can be a cause. As we have previously written, the True Cost of Attrition can be shockingly high for call center companies. Hiring after analyzing falze or misleading information can cause turnover when people who might not otherwise be qualified seem (at least on paper) to be worthy of hiring.
According to the research, the most common resume embellishments are:
- 30 percent of all application forms contain discrepancies about work experience or education history. As in, “I led the project” – as opposed to, “I took notes during the meetings”.
- 35 percent of all resumes include discrepancies related to previous employment. Candidates often attempt to stretch the truth on dates to cover gaps in employment they may not want to explain. Who wants to explain why they have been out of work for a year after being laid off? I can understand that – However, if they were MIA because of a stretch in the joint… I’d want an explanation.
- There is a 20 percent discrepancy rate in information provided by candidates regarding their education qualifications. In many cases, candidates will attend classes, but not graduate. Even if a candidate has earned a legitimate degree, the applicant may lie about what they majored in to enhance their qualifications for a specific job – claiming a degree in engineering rather than in history, for example.
So, how can companies combat false or misleading information on a job applicants resume? We would point to reference checks combined with an apples to apples analysis of candidates using personality or ability testing. Either way, what you don’t know about your candidates can in fact hurt you.