Predicting Performance and Retention in the Insurance Industry
Background
A multi-site insurance organization with Service, Sales, and Claims inbound call types wanted to improve the front-line agent hiring process. Two specific goals were highlighted during the needs analysis:- Provide job candidates with a more realistic preview of what they might experience in the Sales and Service contact center positions
- Reduce new hire attrition by hiring job candidates with the greatest potential for long-term performance success.
Key metrics that drive performance include quality, idle time, schedule adherence, and calls per hour.
Solution
FurstPerson conducted an extensive job analysis to determine the critical characteristics required for success in the firms Sales and Service jobs. The following chart helps illustrate the critical differences between the two job families. 
Next, using the job analysis results and the client’s business goals, FurstPerson recommended three assessments to be used in the pre-hire candidate evaluation process. From there, FurstPerson conducted a validation study linking candidate assessment scores to performance metrics and turnover/retention data. The validation study results were used to calibrate a scoring model on the assessments specifically for the client’s Sales and Service jobs.
Results
Based on the client-specific scoring model, FurstPerson was able to demonstrate that the three recommended assessments do predict the client’s key business metrics.The chart below illustrates the performance improvement by making the right hire.
In summary, the use of pre-hire assessments helped this insurance firm create an objective hiring process anchored by key competencies that drive successful job performance.
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