- COMMUNITIES
TMCnet's Online Communities™
- CHANNELS
TMCnet's Channels Category
- ACD Software
- BPA (3rd Party Remote Call Monitoring)
- Business Process Automation
- Call Accounting
- Call Center
- Call Center Business
- Call Center Certification
- Call Center Furniture
- Call Center Hiring
- Call Center Management
- Call Center On Demand
- Call Center Scheduling
- Call Center Software
- Call Center Solutions
- Call Center Training
- PUBLICATIONS
TMCnet Magazines
Internet Telephony Magazine
Click here to read latest issue
Subscribe for FREE - Click Here
CUSTOMER
Click here to read latest issue
Subscribe for FREE - Click Here
Cloud Computing Magazine
Click here to read latest issue
Subscribe for FREE - Click Here
M2M Evolution Magazine
Click here to read latest issue
Subscribe for FREE - Click Here - EVENTS
TMCnet Events
- TECHNOLOGIES
TMCnet's Technology Sites
- NEWS CENTERS
Browse News by Topics
- MORE
TMCnet Resources
About TMCnet
Subscriptions
Call Center/CRM
Info Tech 
IP Communications 
Mobile 
Green 
Satellite 
Robotics 
Call Center Hiring Featured ArticleChoosing the Right Predictive Assessment for Call Center HiringJuly 16, 2009
By Stefania Viscusi, Assignment Desk Editor
A Chicago-based company that provides pre-employment hiring solutions to the call center industry recently released a white paper, “8 Steps to Great Contact Center Hiring,” which offers insight into the steps needed for successful call center hiring.
FurstPerson offers simulation tools, assessment tests and other resources that help call centers find, hire and keep the right employees. The company’s so-called “1stStep” hiring system helps businesses find better quality job candidates using Web-based employee selection assessments to identify top performers before hiring decisions are made.
Initial steps included in the white paper include the need to understand and define desired business outcomes, understanding which agent performance metrics tie into achieving those outcomes and having a clear definition of each job and worker characteristics needed to succeed.
The next logical step in this process is choosing the predictive assessments used to measure candidates’ abilities to perform successfully on the job.
This step includes the need to evaluate candidate skills through the best possible predictive assessment.
Depending on whether a company is testing a candidate on his or her ability to multi-task, stay motivated and interested, or fit in with the team culture, assessments can be done through simulation, an in-person interview – or both.
Because all jobs within the contact center are not the same, clearly defining each job role and then assessing a candidate’s ability to meet those needs can help guarantee that candidates possessing the necessary skills and know-how are selected.
For more, check out the Call Center Hiring channel 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.  
Call Center Hiring is a web-based virtual interviewing application that helps you expand your candidate pool, interview more applicants in less time, and hire the best ones more quickly.
 White Paper: Improving Hiring PerformanceThe Business Case for Virtual Interviewing. A Business Optimization White Paper Effective customer service operations starts with hiring people with the right communication, technical, critical thinking and language skills. IRT Case Study: Streamline Hiring Process
  Business Transformation RadioPopular ArticlesCall Center Hiring Customer TestimonialsWith InterviewIQ, the quality of prospective employees has risen dramatically. Our recruiters can focus their attention on detailed candidate evaluation instead of trying to schedule the initial interview. Dick Eychner Our customers have come to expect exceptional service and our crewmembers continue to deliver on each and every flight. HireIQ has demonstrated its ability to not only help us hire the best possible candidates, but to do so at a reduced cost of recruitment. Megan White |