Call Center Hiring Featured Article
Choosing the Right Predictive Assessment for Call Center Hiring
July 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.
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.
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