While Almost Everyone can use a Telephone, Not Everyone is Cut Out to Work Successfully in a Call Center.
Hiring the Wrong Call Center Agent can be a Significant Drain on your Bottom Line, on Customer Satisfaction, and on Call Center Team Morale.
Call Center Agent Pre-Employment Testing Technology, is Easy to Deploy, Very Cost-Effective and Highly Predictive of an Individual's Suitability for a particular Call Center Agent Position.
There are a Variety of Call Center Agent Testing SubSets available (OutBound TeleSales, InBound Customer Service, Technical Support, Reservations & Guest Services and TeleCollections).
Call Center Agent Pre-Employment Testing Technology also meets and exceeds all Employment Standards Requirements as a Hiring Tool.
I would be Happy to provide you with a Presentation on the Best Practices to use for both Assessing various Pre-Employment Testing Technologies for Call Center Agents, as well as for Implementing a Solution.
The Topics I cover are;
[1] Understanding why Traditional Hiring Methods Don?t Work for Call Centers.
[2] Identifying the Hiring Problems in your Call Center and Learning How to Correct Them.
[3] Determining the Cost-of-Turnover and the Impact it has on your Call Center Operation.
[4] An Overview of Available Call Center Agent Pre-Employment Testing Technologies.
[5] How to Benchmark your current Agent WorkForce.
[6] Best Practices for Implementing Call Center Agent Pre-Employment Testing.
[7] Selecting the Most Appropriate Pre-Employment Testing Instrument for your Call Center.
Please don't hesitate to call/eMail me.
David Filwood
Principal
TeleSoft Systems
604-986-4116
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I agree that hiring smart is very significant, but in my experience, even the best techs who come into a company with a great attitude and lots of experience can get demoralised and lose faith in their employer if working conditions are not favourable. just mho.....hire smart but also keep that spark.
I thought these forums were to learn and exchange ideas/thoughts, NOT to be SPAM'ed!
The truth is pre-hire testing software seldom changes anything and you are out the money you paid for the software.
When I was last working at a Microsoft Call Center we used a pre-hire testing software for over two years and at the end of it the reports showed that it did little good.
The turn-over was not only the same but the numbers showed we were actually losing some potentional hires who were put off by the extra aggravation of having too take the test despite the fact they had experience or good qualifications.
My advice is ignore this sales pitch and consider the article. It actually offers some sound techniques. The article is of course "I'm HR and do not have a clue about the real world" jargon but the ideas are correct. If you can find a way to build morale you will go a long way to solving turn over issues.
When I was last working at a Microsoft Call Center we used a pre-hire testing software for over two years and at the end of it the reports showed that it did little good.
The turn-over was not only the same but the numbers showed we were actually losing some potentional hires who were put off by the extra aggravation of having too take the test despite the fact they had experience or good qualifications.
My advice is ignore this sales pitch and consider the article. It actually offers some sound techniques. The article is of course "I'm HR and do not have a clue about the real world" jargon but the ideas are correct. If you can find a way to build morale you will go a long way to solving turn over issues.
Hello,
It?s David Filwood with TeleSoft Systems responding.
I?ve already left a Post on this Thread regarding the Benefits of Call Center Agent Pre-Employment Testing Software.
http://www.telesoftsystems.ca/64201.html
?claymuir? states in his Post that ?pre-hire testing software seldom changes anything and you are out the money you paid for the software? and that ?potential hires were put off by the extra aggravation of having to take the test?.
Well, ?claymuir? I?ve Worked with many Call Centers, in a Variety of Industries, and I?ve Learned that Despite the Proven Return On Investment of Call Center Agent Pre-Employment Testing, Many Companies Still Choose Not to Adopt Testing.
Some of the Reasons I Consistently Hear are Similar to yours;
[1] We Don?t See a Strong Relationship between Pre-Employment Testing and Training/Job/Bottom Line Performance.?
Traditional Interviewing continues to be the Most Commonly Used Selection Technique in Call Centers today, despite its Subjectivity, Inaccuracy and Time-Consuming Nature.
In one of the Broadest Studies (conducted by Michigan State, San Francisco State & University of Iowa) on the Comparative Validities of a Variety of Predictors for Hourly-Wage Jobs, it was demonstrated that Personnel Assessment Testing is Far More Effective than Traditional Interviewing Techniques.
Predictor Validity**
Temperament/Personality Composite (SPAS Call Center Agent Pre-Employment Test type) = .80
Ability Composite (Skills Testing) = .53
Job Tryout = .44
Biographical Inventory = .37
Reference Check = .26
Experience = .18
Interview = .14
Training & Experience Ratings = .13
Academic Achievement = .11
Education = .10
Interest = .10
Age = .01
(**Validity refers to the ability of each predictor to correctly forecast subsequent success on the job. The higher the validity number, the better the predictor is at forecasting future success.)
SPAS Call Center Agent Pre-Employment Testing Software is a Proven Technology - Specifically Designed and Used for over 15 years to make Accurate Hiring Decisions for Thousands of Potential New Hires. It?s Reliability Over Time and Predictive Validity has been Demonstrated in Studies for Numerous Industries.
The Development of SPAS was based on the Fact that Personality Factors are Most Important to Success in a Telephone-Based Job. In other words, a Job Candidate may have the Knowledge but Not the Temperament to Perform Long Term in your Call Center. SPAS Call Center Agent Pre-Employment Testing Software gives you the Ability to Distinguish between Job Candidates who will be High and Low Call Center Agent Performers.
Candidates for the Position of;
Tier 1 Technical Support
InBound Customer Service
OutBound Telephone Sales/Inside Sales Agent
Telephone Answering Service Operator
Reservations/Guest Service Agent
211 Information & Referral Operator
Telephone Collections
Central Station Monitoring Operator
all have a Unique Constellation of Personality Traits - and Amounts of these Traits - that are Necessary in order to Successfully Complete the Job Requirements.
A Tier 1 Technical Support Agent's Success Depends Much More Upon Temperament Factors than Knowledge or Cognitive Skills. Merely knowing How to React in a Customer Service Situation is Far Different from Actually Engaging in the Necessary Appropriate Behavior ? Consistently ? and on a Long Term Basis.
Personality Traits and Characteristics that are important for Tier 1 Technical Support Agent Success are:
? Average Assertiveness
? Above Average Conscientiousness
? Above Average Stability
? Less than Average Sociability
? Above Average Creativity
? Somewhat Better Than Average Patience and Tolerance
? Above Average Energy
? Average Introversion
? Well Above Average Verbal Comprehension
SPAS Call Center Agent Pre-Employment Testing Software has a Validated 90% Hit-Rate Identifying Those People Who Have ?The Right Stuff? for your Technical Support Call Center and Who Will Succeed Long Term.
[2] ?We?re Afraid that Testing Will Turn Off Our Candidates.?
Industrial Psychologists have conducted Substantial Research on this Issue and found that Job Candidates for Call Center Positions are Generally More Favorable towards Companies that Test than those that don?t Test.
Why?
Because it Sets the Stage for What?s to Come ? it Depicts you as a Company that wants to Hire The Best ? and Suggests that the Candidates you do Hire are Above Average.
By Using Call Center Agent Pre-Employment Testing Software, you will be Viewed as an Employer who makes the Investment in Selecting New Tier 1 Technical Support Agentswho fit your Employment Needs Better and who therefore will Stay On The Job Longer ? an Employer with a Winning Support Agent Workgroup ? an Employer with a Technical Support Agent Team that has More Experience and is More Productive.
At a recent Think Tank on Call Center Best Practices, Senior Call Center Managers from both Large and Small Organizations - from a Mix of Industries and Geographic Locations ? including the Automobile Club of America (AAA), American Express, America Online/Time Warner (AOL), City National Bank, JPMorganChase, Performance Products, Wellpoint and Wells Fargo Bank Identified their Top Call Center Talent Concerns as the following:
Quick Quits/Fast Fires - Less than Six Month Tenure for New Hires - which Costs Organizations Millions of Dollars in Recruiting, Hiring and Training Expenses with Little Return on Investment.
Bad Hires ? Affecting Productivity, Performance, Customer Satisfaction and Team Morale.
Call Center Agent Pre-Employment Testing Software is a Key Component for Dealing with these Concerns.
While Almost Everyone can use a Telephone, Not Everyone is Cut Out to Work Successfully as a Tier 1 Technical Support Agent.
But by Using Call Center Agent Pre-Employment Testing Software, you will wind up Hiring Better, More Qualified Tier 1 Technical Support Agents; which will Quickly Reduce Your Overall Turnover, Increase Support Agent Productivity, Improve Customer Satisfaction and Enhance Overall Call Center Performance.
I would be Happy to Prove to you ? in Advance and at No Charge ? that the SPAS Call Center Agent Pre-Employment Testing Software Will Work for your Technical Support Call Center as well.
Please Don't Hesitate to Call/eMail me, or to Find Out More Click Here:
http://www.telesoftsystems.ca/64201.html
Regards.
David Filwood
Principal
TeleSoft Systems
604-986-4116
david_filwood@telesoftsystems.ca
www.telesoftsystems.ca
It?s David Filwood with TeleSoft Systems responding.
I?ve already left a Post on this Thread regarding the Benefits of Call Center Agent Pre-Employment Testing Software.
http://www.telesoftsystems.ca/64201.html
?claymuir? states in his Post that ?pre-hire testing software seldom changes anything and you are out the money you paid for the software? and that ?potential hires were put off by the extra aggravation of having to take the test?.
Well, ?claymuir? I?ve Worked with many Call Centers, in a Variety of Industries, and I?ve Learned that Despite the Proven Return On Investment of Call Center Agent Pre-Employment Testing, Many Companies Still Choose Not to Adopt Testing.
Some of the Reasons I Consistently Hear are Similar to yours;
[1] We Don?t See a Strong Relationship between Pre-Employment Testing and Training/Job/Bottom Line Performance.?
Traditional Interviewing continues to be the Most Commonly Used Selection Technique in Call Centers today, despite its Subjectivity, Inaccuracy and Time-Consuming Nature.
In one of the Broadest Studies (conducted by Michigan State, San Francisco State & University of Iowa) on the Comparative Validities of a Variety of Predictors for Hourly-Wage Jobs, it was demonstrated that Personnel Assessment Testing is Far More Effective than Traditional Interviewing Techniques.
Predictor Validity**
Temperament/Personality Composite (SPAS Call Center Agent Pre-Employment Test type) = .80
Ability Composite (Skills Testing) = .53
Job Tryout = .44
Biographical Inventory = .37
Reference Check = .26
Experience = .18
Interview = .14
Training & Experience Ratings = .13
Academic Achievement = .11
Education = .10
Interest = .10
Age = .01
(**Validity refers to the ability of each predictor to correctly forecast subsequent success on the job. The higher the validity number, the better the predictor is at forecasting future success.)
SPAS Call Center Agent Pre-Employment Testing Software is a Proven Technology - Specifically Designed and Used for over 15 years to make Accurate Hiring Decisions for Thousands of Potential New Hires. It?s Reliability Over Time and Predictive Validity has been Demonstrated in Studies for Numerous Industries.
The Development of SPAS was based on the Fact that Personality Factors are Most Important to Success in a Telephone-Based Job. In other words, a Job Candidate may have the Knowledge but Not the Temperament to Perform Long Term in your Call Center. SPAS Call Center Agent Pre-Employment Testing Software gives you the Ability to Distinguish between Job Candidates who will be High and Low Call Center Agent Performers.
Candidates for the Position of;
Tier 1 Technical Support
InBound Customer Service
OutBound Telephone Sales/Inside Sales Agent
Telephone Answering Service Operator
Reservations/Guest Service Agent
211 Information & Referral Operator
Telephone Collections
Central Station Monitoring Operator
all have a Unique Constellation of Personality Traits - and Amounts of these Traits - that are Necessary in order to Successfully Complete the Job Requirements.
A Tier 1 Technical Support Agent's Success Depends Much More Upon Temperament Factors than Knowledge or Cognitive Skills. Merely knowing How to React in a Customer Service Situation is Far Different from Actually Engaging in the Necessary Appropriate Behavior ? Consistently ? and on a Long Term Basis.
Personality Traits and Characteristics that are important for Tier 1 Technical Support Agent Success are:
? Average Assertiveness
? Above Average Conscientiousness
? Above Average Stability
? Less than Average Sociability
? Above Average Creativity
? Somewhat Better Than Average Patience and Tolerance
? Above Average Energy
? Average Introversion
? Well Above Average Verbal Comprehension
SPAS Call Center Agent Pre-Employment Testing Software has a Validated 90% Hit-Rate Identifying Those People Who Have ?The Right Stuff? for your Technical Support Call Center and Who Will Succeed Long Term.
[2] ?We?re Afraid that Testing Will Turn Off Our Candidates.?
Industrial Psychologists have conducted Substantial Research on this Issue and found that Job Candidates for Call Center Positions are Generally More Favorable towards Companies that Test than those that don?t Test.
Why?
Because it Sets the Stage for What?s to Come ? it Depicts you as a Company that wants to Hire The Best ? and Suggests that the Candidates you do Hire are Above Average.
By Using Call Center Agent Pre-Employment Testing Software, you will be Viewed as an Employer who makes the Investment in Selecting New Tier 1 Technical Support Agentswho fit your Employment Needs Better and who therefore will Stay On The Job Longer ? an Employer with a Winning Support Agent Workgroup ? an Employer with a Technical Support Agent Team that has More Experience and is More Productive.
At a recent Think Tank on Call Center Best Practices, Senior Call Center Managers from both Large and Small Organizations - from a Mix of Industries and Geographic Locations ? including the Automobile Club of America (AAA), American Express, America Online/Time Warner (AOL), City National Bank, JPMorganChase, Performance Products, Wellpoint and Wells Fargo Bank Identified their Top Call Center Talent Concerns as the following:
Quick Quits/Fast Fires - Less than Six Month Tenure for New Hires - which Costs Organizations Millions of Dollars in Recruiting, Hiring and Training Expenses with Little Return on Investment.
Bad Hires ? Affecting Productivity, Performance, Customer Satisfaction and Team Morale.
Call Center Agent Pre-Employment Testing Software is a Key Component for Dealing with these Concerns.
While Almost Everyone can use a Telephone, Not Everyone is Cut Out to Work Successfully as a Tier 1 Technical Support Agent.
But by Using Call Center Agent Pre-Employment Testing Software, you will wind up Hiring Better, More Qualified Tier 1 Technical Support Agents; which will Quickly Reduce Your Overall Turnover, Increase Support Agent Productivity, Improve Customer Satisfaction and Enhance Overall Call Center Performance.
I would be Happy to Prove to you ? in Advance and at No Charge ? that the SPAS Call Center Agent Pre-Employment Testing Software Will Work for your Technical Support Call Center as well.
Please Don't Hesitate to Call/eMail me, or to Find Out More Click Here:
http://www.telesoftsystems.ca/64201.html
Regards.
David Filwood
Principal
TeleSoft Systems
604-986-4116
david_filwood@telesoftsystems.ca
www.telesoftsystems.ca
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