Hiring Solutions - How we work with our clients

 

FurstPerson is focused on developing and operating call center hiring solutions based on our industry leading assessment tools. We drive hiring performance improvement by leveraging our Industry Focus, Practical Experience, Leading-Edge Assessments, Technical Systems, and a Scientific Foundation driven by empirical research.

We follow 8 Steps to Great Contact Center Hiring for our clients:

 

 

 

1. Understand and define the desired business outcomes.

2. Understand which agent performance metrics tie in to achieving the desired business outcomes.

3. Define the job(s) in each job family, including the worker characteristics required for success.

4. Identify predictive assessments that evaluate job candidates on the important worker characteristics.

5. Validate the relationship between the hiring process and the business outcomes.

6. Create a proactive recruiting and sourcing strategy.

7. Rinse, repeat, and quantify for results improvement and financial payback.

8. Use the same process for Team Leader / Supervisor hiring.

 

 

 

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