The call center’s “warts and all” hiring approach is called a “realistic job preview.” Max Simkoff, the CEO of Evolv, the company that built the realistic job preview described above, said that many hiring professionals don’t understand the power of setting expectations. In a typical call center, Simkoff said, “there are seats that turn over three or four times a year. So then the call-center people immediately react: ‘We’re hiring the wrong people. We need to revisit our competency model.’ And we say, ‘No, you’re actually not doing a good job of explaining the job situation to the people that
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