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Call Center Hiring Featured ArticleCall Center Hiring: How Important is the Interview?August 06, 2009
By Stefania Viscusi, Assignment Desk Editor
Most job candidates and hiring managers place a particular importance on the interview as a final deciding factor. However, there are a number of different types of interviews that can be conducted and additional assessments that must be considered prior to a successful hiring.
A new white paper from FurstPerson, “The Role of the Interview: Ready for a New Job?,” highlights the different types of interviews and how they’re being used in the contact center.
First, the unstructured interview includes a question-and-answer session between the candidate and employer. This type of interview does not focus on any skill sets and can’t accurately predict how a candidate will perform in a job function.
In a structured interview, which focuses on behavioral attributes, the interviewee is asked questions about how they handled past situations similar to the jobs roles along with other questions to help the manager gain details. Responses are then scored based on a behavioral rating scale. While this will turn out better results than the unstructured interview, FurstPerson notes, there is a much better way to hire the right employee.
According to the white paper, the use of well-developed assessments that are created based on the specific functions of each job role offer a competitive advantage for companies as they will maximize employee performance.
Through assessments such as computer-based simulations, personality assessments, cognitive ability assessments and situational judgment tests, interviewees will no longer need to spend time looking through applications and then conducting question and answer sessions with a number of candidates to end up not make the right selection in the end.
Instead, companies can save valuable time and money by interviewing a qualified pool of candidates and then only selecting those who pass assessments and prove successful at the job.
FurstPerson provides the tools hiring managers need to find, hire, and keep the right employees. The company’s “1stStep” hiring system is a complete solution that can be customized to meet business specific needs so businesses can find better quality job candidates and identify top performers before hiring decisions are made.
For more, check out the Call Center Hiring channel on TMCnet.
Follow ITEXPO (News - Alert) on Twitter: twitter.com/itexpo 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 |