AGENT WORKFORCES
A study in the contact center industry found that employees with criminal records had 10 % longer tenure than those without, demonstrating strong retention and performance potential( Minor et al., 2018; Journal of Labor Policy).
New policies, such as the " Ban the Box " initiatives, aim to reduce stigma and provide fairer hiring opportunities by moving background checks later in the recruitment process.
26 CONTACT CENTER PIPELINE
The Fair Chance Act, for instance, prohibits federal agencies and contractors from requesting criminal history information before extending a conditional offer of employment. With 37 states and 150 cities adopting similar policies, these laws cover nearly 80 % of the U. S. population.
To maximize the benefits of hiring formerly incarcerated individuals, employers should adopt best practices outlined by the Equal Employment Opportunity Commission( EEOC). These include:
• Developing narrow policies for screening criminal conduct.
• Ensuring questions about criminal records are job-related and consistent with business necessity.
BEING RELEASED FROM INCARCERATED INDIVIDUAL MYTHS
Over 700,000 people are released annually from American prisons( Carson, 2018; Prisoners in 2016). Our local communities and employers stand to benefit by helping these people transition back into society.
The stigma associated with incarceration reflects more myth than fact, preventing these individuals from becoming a valuable and motivated asset to society and employers, like contact centers.
Let ' s review five common myths.
Myth 1: It ' s a high risk to hire formerly incarcerated people because of their criminal history.
Fact: According to the American Civil Liberties Union( 2017), formerly incarcerated workers have 12 % less turnover than the general public. Moreover, military enlistees with felony records were 33 % more likely to be promoted to sergeant( North Carolina State Institute for Emerging Issues, 2022).
Myth 2: Ex-offenders do not want to work.
Fact: According to the Prison Policy Initiative( 2018), nearly all formerly incarcerated people want to work, but structural barriers restrict access to gainful employment.
Myth 3: Ex-offenders lack the skills and education required by today ' s jobs.
Fact: The correctional industry promotes learning and developing social, emotional, and behavioral skills essential for successfully transitioning back to communities and workplaces( National Institutes for Correction).
Myth 4: Formerly incarcerated individuals require too much support to transition smoothly into the workplace.
Fact: Federal agencies, including the Departments of Labor and Education, offer apprenticeship, mentoring, and skills training programs to help ex-offenders prepare for the workplace. For example, various state transportation departments had launched reentry workforce training pilots for formerly incarcerated people( Public Roads, Autumn 2024).
Myth 5: There are no federal tax advantages for hiring ex-offenders.
Fact: The Work Opportunity Tax Credit offers employers a tax credit incentive, typically up to $ 2,400, for hiring individuals of targeted groups, including those with felony convictions within one year of their release from prison.
• Maintaining confidentiality of applicants ' records.
Training hiring teams on EEOC Title VII compliance and discrimination prevention is equally essential to fostering an inclusive hiring process.
By embracing these strategies, employers can tap into a resilient and loyal workforce while contributing to broader social equity and reducing recidivism, perhaps helping stem the vicious circle of crime.
Recruiting formerly incarcerated individuals is a matter of fairness and a strategic opportunity to build a diverse, high-performing team.
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THE CONTACT CENTER INDUSTRY FACES A TALENT CRISIS THAT DEMANDS BOLD AND INCLUSIVE ACTIONS.
TURNING RECRUITING CHAL- LENGES INTO OPPORTUNITIES
The contact center industry faces a talent crisis that demands bold and inclusive actions. Addressing labor shortages and skills gaps are not one-size-fits-all endeavors.
By embracing the potential of aging workers, individuals with disabilities, formerly incarcerated individuals, and Indigenous peoples, contact centers can build a more diverse, resilient, and high-performing workforce.
These efforts go beyond solving immediate recruitment challenges; they position contact centers as leaders in equity, innovation, and adaptability in a rapidly changing labor market. The time to act is now because the future of customer experience( CX) depends on the people who deliver it.
Brent Holland is the founder and CEO of Intelliante, Inc., an applicant readiness and employee intelligence platform that removes the guesswork from hiring while continuously proving value and fairness.