Background

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. 

High turnover was impacting the firm’s operating performance and overall client satisfaction.  In addition, the firm was interested in qualifying job candidates against key performance metrics that drive revenue and profit for the outsourcing firm.

Solution

FurstPerson conducted a review of each job family.  In addition, FurstPerson worked with the outsourcing firm to identify key performance metrics that drive successful job performance.  These metrics include Average Handle Time, Call Quality, Adherence to Procedures and Requirements, System Proficiency, and Overall Performance.
FurstPerson conducted a validation study linking assessment scores to the performance metrics.  From there, a scoring model was calibrated to optimize the hiring ratio for the outsourcing firm and the potential to hire candidates who will perform better in one of the three job families. 


Optimizing the scoring model for fill rate and candidate quality was a critical factor for this outsourcing firm due to non-competitive wage rates and a challenging labor market for the firm.
Three assessments were recommended:
  • CC Audition® which measures work abilities
  • CC AIMS which measures work attitudes
  • AutoScreen® Plus which measures work habits.

Results

The validation analysis demonstrated that test takers who passed the sis demonstrated that test takers who passed the sis demonstrated that test takers who passed the three FurstPerson assessments had stronger performance results.

Once in production, the outsourcing firm realized a better graduation rate into production.  New hires had a 33% improvement in passing the final training exam. 

In addition, long term attrition was reduced with an 18% improvement in 0 to 90 day attrition, 42% improvement in 0 to 180 day retention, and a 71% improvement in 0 to 270 day retention.

retention results

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