FurstPerson's Resource Library is where we have centralized resources and information to help you learn more about our company, the use of employee selection systems, and the call center industry.
A contact center organization operating a significant work at home program (3,000 plus agents) is searching for a better way to qualify job candidates for a new home agent sales job family. In this position, representatives are using web chat to drive sales revenue while maintaining customer satisfaction.
A major outsourcer with a significant home agent workforce wanted to have a more accurate predictor of potential performance and retention for evaluating home agent job candidates.
A major telecommunications provider with multiple job families / call types sought to increase the technical sophistication (both software and empirically based models) of its hiring process.
A multi-site financial services organization with client assets over $250 billion is focused on hiring front-line customer service representatives that will perform better in production.
A wireless telecommunications provider is using pre-hire assessments to reduce overall attrition and improve new hire job performance. Inbound calls include customer care, technical support, sales, and winback/retention. The organization has a mix of internal and outsourced centers that support its subscriber base.
An outsourcing firm provides customer care and support to a major automobile manufacturer. Three primary job families receive inbound care calls and manage email inquiries. The job families include a customer care representatives, information center representatives, and web team representatives.
Outsourcing firm that handles incoming calls from new residents to more than 32 cities across the United States with the goal of providing a one stop shop for new residents to establish phone, pay for TV, and utility services. From an operations standpoint, the goal is to convert the calls into new subscribers, or activations, with the appropriate partner.