Background

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.  The firm primarily has inbound customer care and sales positions.  They set the following goals:
  • Flexible hiring workflows that allow the firm to meet unique client needs;
  • The ability to manage significant scale since the firm experiences very large candidate interest and volume;
  • Integration with performance management and HRIS systems;
  • The ability to brand the hiring solution to meet the firm’s employment marketing needs;
  • Best of breed assessment content that allows the job candidate to experience an interactive, positive assessment experience while providing the organization with a predictive, validated hiring model.

Solution

FurstPerson and the client identified key performance metrics for both job families, Care and Sales.  FurstPerson conducted a job analysis examining the critical competencies required for success in both job families.  Based on the job analysis and the goals outlined above, FurstPerson recommended CC AIMS and CC Audition® assessment tools.

Results

Based on the client-specific scoring model, FurstPerson was able to demonstrate that the recommended assessments did improve new hire job performance.  On average, performance improved by at least 10% across a variety of performance metrics.  The chart below provides a summary of the improvement.

performance improvement

In summary, the client was able to accomplish the following goals:
  • Create flexible hiring workflows that allowed each candidate to be matched against their best fit position.
  • Benefit from FurstPerson’s web-based assessment system which is able to manage the candidate volume and scale.  FurstPerson provides service level guarantees to the client around system performance.
  • Integration with performance management and HRIS systems making it easy to track candidates from one system.
  • Implement a branded solution that reinforced the client’s employment marketing efforts.
  • Assessment content (CC AIMS® and CC Audition®) that predicted job performance across both job families which created a strong return on investment for the organization.

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