Hire the Right Call Center Employees leading to reduced call center turnover, better new hire job performance, and better financial results for your contact center.

 

FurstPerson's web-based assessment products and call center simulations as well as our consulting services are designed exclusively for the contact and call center industry and have helped scores of companies improve their call center hiring results.

Our clients have improved new hire retention and job performance, with typical results ranging from 10% to 50% reductions in 0 to 90 day attrition and 5% to 20% increases in new hire job performance.

	Find the Right Employee Consulting services to help you build a market-driven recruitment plan based on data-driven analytics.
	Hire the Right Employee Web-based assessment solutions that help you qualify job candidates and improve the probability of making the right hire.
	Keep the Right Employee Products and services that will help you retain your best agents and supervisors to maximize your call center's competitiveness and return on employee investment.

Latest Blog Posts

Who Should You Hire? Key Contact Center Agent Competencies Part 2: Accountability and Openness to Feedback
In part 2 of our series, we look again at one job family, Customer Care, and see how some key competencies for successful customer care agents differ between those who are successful in a brick and mortar environment and those who do well in an at-home environment. >>

Who Should You Hire? Key Contact Center Agent Competencies: Findings from FurstPerson’s Job Analysis Research
Beyond the job description, which lists the specific tasks, functions and responsibilities for a position, competencies are the skills, abilities, or other behavioral characteristics needed to successfully perform the tasks, functions and responsibilities of a position. Data recently gathered by FurstPerson consistently found that compliance is the competency most often rated as #1 in importance for successful customer care performance. >>

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