Call Quality & Customer Satisfaction

Over the last several years, Call Quality and Customer Satisfaction have become more important for front-line agent performance evaluation instead of Call Management performance.

Metrics like Issue Resolution, First Call Resolution, and Customer Satisfaction (CSAT) are being weighted heavily to evaluate front-line agent performance. For your contact center organization, being able to qualify job candidates against these performance metrics is critical to future job performance.

FurstPerson's assessments have successfully predicted these metrics across multiple job families and multiple industries. Measuring competency areas in Work Attitudes and Work Ability is critical to predicting potential new hire call quality and satisfaction performance.

FurstPerson suggests CC Audition® call center simulation and CC AIMS as two assessments that will help your organization better qualify job candidates for Call Quality and Customer Satisfaction. In addition, our comprehensive hiring solution, 1stHIRE, provides additional options for selecting job candidates that achieve better call resolution and satisfaction.

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.

FurstPerson Recommends

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

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