Success Story - Customer Care Outsourcing/Sales

Improve Recruiting Process to Hire Better Employees

Company :
Leading customer care outsourcing firm.

Positions :
Telephone sales representatives.

Operations Scope :
Eight contact centers in the United States (denoted as Sites1-8).

Company Objectives :
Develop and implement a comprehensive talent recruitment process.

Key FurstPerson Service Utilized :

• Recruitment analysis to evaluate the existing company recruiting process
• Job analysis to define job requirements
• Advertising in different media to attract candidates
• 24/7 Integrated Voice Response (IVR) automated job hotline for pre-screening
• Phone interviews to collect extensive bio-data and evaluate work history
• Realistic web-based interactive job preview simulation assessment
• Analysis of screening process and assessment results by contact center

Major Impact :

• Successfully attracted candidates - In one week of active IVR, over 500 candidates applied for positions in one contact center (Site1) and over 400 were interviewed by experienced FurstPerson assessors on the phone.
• Recommended appropriate client programs to the company based on the applicant flow and quality:
  
  • Site1 determined to be the best of the eight based on strong and consistent applicant flow and total test scores. However, probably best suited for basic customer service given its low information processing/multi-tasking score.
  • Site8 determined to be the best choice for higher-level customer service programs.
  • Site6 determined to be a good location for sales programs given its high score on influence and persuasion. In fact, new hires generated 1.45 more warranties sold per 100 calls than previously.
  • Site5 determined to be most likely the weakest site when comparing test scores, which related to the applicant quality.
  • Site2, Site4, Site8, and Site3 potentially struggled with applicant flow, especially with improved economy.
• Company closed some sites using results from the FurstPerson Analysis.

Discover how FurstPerson can help you select candidates that CAN and WILL do the job. Contact us at 1-888-626-3412 to discuss how we can help you reduce your hiring risk and boost profits.