Call Center Hiring Featured Article
FurstPerson: Helping Organizations Improve Performance and Hiring
October 29, 2008
By Stefania Viscusi, Assignment Desk Editor
Call center hiring can be a complicated task without the right planning in place. To help companies improve job performance and employee retention, FurstPerson offers solutions to achieve success with hiring decisions. The company's hiring model helps companies to predict information about new hires and how they will fit with the company's needs and goals.
The core of FurstPerson's hiring approach is a 4 Quadrant model that addresses four critical areas to be considered during a hiring process. With out these, the wrong hire can be chosen because the role or job is not properly explained, they have poor prior work habits, or because team leaders do not coach or lead their teams well.
FurstPerson offers a number of pre-employment tests that assess candidates using their CC Audition Realistic Job Simulation which includes call scenarios, training and gives candidates a chance to play the part of the employee, as well as their CC AIMS and AutoScreen PLUS offerings which measures a candidates job fit, work habits and their willingness to do the needed work,, and more.
Sticking to the 4 Quadrant model and making use of FurstPerson's pre-employment assessments can help employers better qualify candidates and help them to meet their hiring goals.
In one customer case study, the company notes they were able to successfully reduce attrition at a major telecommunications firm by implementing a specially designed testing process based on their needs. As a result, the client was able to save over $4,600 per person in reduced turnover.
In another customer case study, FurstPerson also said they worked to predict sales and productivity performance for a wireless provider that resulted in better handled calls and reduced attrition. To meet the wireless provider's goals, FurstPerson implemented an assessment solution that helped ensure the right hires were made.
For more, be sure to check out the Pre-Employment Screening and Call Center Hiring channels on TMCnet.
Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.
Edited by Stefania Viscusi
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