Background

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.

The outsourcing firm partners or has partnered with AT&T, Embarq, Time Warner, DISH Network, DirectTV, Qwest, Comcast, Cox, Earthlink, and Charter Communications.

The organization is expanding into a new call center and is interested in modeling performance to determine the quality of the labor pool.

Solution

FurstPerson conducted a job analysis study identifying the critical competencies required for successful sales performance.

As part of the assessment solution, FurstPerson suggested CC AIMS assessment.  CC AIMS measures work attitudes, or a combination of job fit and job personality. 

FurstPerson then worked with the outsourcing firm to determine which performance metrics are most important to their business.  FurstPerson conducted a validation analysis to determine if candidate scores on CC AIMS assessment predict job performance on the key performance metrics.

Results

The validation analysis demonstrated that test takers who passed the CC AIMS assessment outperformed those who failed the assessment.

As the chart below shows, test takers who passed the assessment had 15% better revenue per talk hour average and 14% better conversion averages.

By implementing pre-hire assessments that are based on job analysis research linking assessments to key competencies, this organization is able to objectively evaluate potential agents against performance models that drive their profit and revenue.

sales performance improvement



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