Call Management

Call management typically includes Average Handle Time, Number of Calls Handled, Total Talk Time, and After Call Work. Taken together, these metrics have a significant financial impact on all contact centers. New hires that can manage their calls more effectively potentially can save your contact center thousands, if not millions, in increased productivity and reduced staffing costs. In addition, new hires that can manage their calls effectively while maintaining the right call quality and caller satisfaction can also effectively boost overall first call resolution.

As we outline in our Hiring Solutions Overview, FurstPerson strongly encourages a local job analysis and validation study to best identify the competencies that drive success in your organization.

Evaluating job candidates for future Call Management capabilities requires assessing Work Abilities and Work Attitudes.

FurstPerson suggests CC Audition® call center simulation and CC AIMS as two assessments that will help your organization better qualify job candidates for Call Management ability. In addition, our comprehensive hiring solution, 1stHIRE, provides additional options for selecting job candidates with better call management abilities.

FurstPerson Recommends

To learn more, please contact us or call us at 1-888-626-3412.

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