A wireless telecommunications provider is using pre-hire assessments to reduce overall attrition and improve new hire job performance. Inbound calls include customer care, technical support, sales, and winback/retention. The organization has a mix of internal and outsourced centers that support its subscriber base.
FurstPerson conducted a job analysis to understand the critical competencies linked to job performance in all four key job families including the winback/retention job family. This job family is one of the toughest positions in a call center. In addition, the job analysis provided critical insight into the assessment solutions to be used in the hiring process.
In addition, FurstPerson and the organization’s operations leadership determined the critical performance metrics that link an agent’s floor performance back to the organizations key revenue and profit triggers. These metrics were used for validation purposes.
FurstPerson recommended using two assessments, CC AIMS and CC Audition® for evaluating job candidates prior to their employment in the winback/retention job family. CC AIMS measures work attitudes by combining job fit and job personality factors into a personality assessment. CC Audition® is a web-based call center simulation that measures work ability and measures computer ability, multi-tasking, accuracy, and service orientation.
From there, FurstPerson conducted a validation analysis to determine how agent performance on the assessments correlated with on the job performance.
When a pre-hire process is set-up based on a job analysis, solid understanding of how performance metrics tie to business revenue and profit, and a validation study, the pre-hire process usually generates significant return on investment and added value to the contact center organization.
The validation analysis demonstrated that agents who performed better on the assessments outperform those who performed lower on the assessments.
The following chart highlights the performance improvement. Agents with higher scores outperformed those with lower scores by 16%. The net result is a hiring process that allows this organization to differentiate job candidates by potential high or low performance for a critical job position in the telecommunications contact center.