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. As customers browse the web site, contact center sales representatives chat with them with the goal of converting them to a revenue opportunity. The sales program is for two consumer focused technology products.
Utilizing FurstPerson’s broad call center assessment portfolio and consulting expertise, FurstPerson was able to move rapidly to adjust the hiring profile for the new sales program. The organization was already using FurstPerson’s Hire@Home assessment solution. FurstPerson reviewed the new job family and implemented the 1stSolve assessment which is a work ability assessment that focuses on verbal, math, logic, and reasoning skills and ability. FurstPerson and the client organization conducted a validation study comparing job performance to assessment scores on the Hire@Home solution with 1stSolve.
The client’s goal was to improve the ability to qualify job candidates for a work at home sales position specifically focused on web chat. By adding 1stSolve to the Hire@Home solution, FurstPerson was able to help the contact center organization meet revenue and customer satisfaction goals.
FurstPerson was able to demonstrate a 46% improvement in revenue per chat for individuals with high scores on Hire@Home with 1stSolve compared to individuals with low scores.
In addition, customer satisfaction improved for individuals with high scores on Hire@Home with 1stSolve compared to individuals with low scores.
FurstPerson was able to demonstrate a 13% improvement in the percentage of Excellent customer satisfaction surveys. In addition, FurstPerson was able to demonstrate a 41% reduction in the percentage of Poor customer satisfaction surveys as the chart below illustrates.
In summary, the contact center client benefited from FurstPerson’s flexible Hire@Home solution which quickly allowed a new hiring profile to be identified, configured, and validated. The net result is a solution that predicts key job performance metrics for a sales representative position that services an online revenue model.