Background

A major telecommunications provider with multiple job families / call types sought to increase the technical sophistication (both software and empirically based models) of its hiring process.  They set the following goals:
  • Flexible hiring workflows that allow the individual sites to meet their hiring workflow models;
  • The ability to manage significant scale since the firm experiences very large candidate interest and volume across multiple centers;
  • Improve the predictive power of the assessments with specific focus on performance of assessments on key call metrics, the assessments’ ability to predict early-stage attrition and how well tools predicted discipline (policy and procedures) data
  • Provide a more realistic preview of contact center environment to interested job candidates via the use of CC Audition® simulation.
  • The ability to brand the hiring solution to meet the firm’s employment marketing needs;
  • Ability to leverage the same assessment tools to create unique scoring models per job.

Solution

FurstPerson partnered with the organization to perform the following actions:

First, conducted a client specific job analysis to understand the key success factors that drive job performance for this organization:
  • Conducted 30 focus groups across all job families and a representative sample of geographies
  • 200 subject matter experts (SMEs) completed a survey and ranked 50 unique contact center specific competencies
  • FurstPerson utilized its four quadrant model to categorize the competencies into what did a candidate do, what can they do, and what will they do:
4 quadrant model

Second, based on the job analysis findings, FurstPerson then selected assessments that provided the optimal assessment battery to evaluate the job candidates against the hiring profiles:
  • CC AIMs – measures work attitudes
  • AutoScreen® Plus – measures work habits
  • CC Audition® - simulation that measures work attitudes and work skills
Third, once the assessments were determined, a preliminary validation study was conducted.  Using a group of current employees made up of high, average, and low performers, FurstPerson analyzed the relationship between assessment scores and critical job performance metrics.  The validation study projected the following:
  • Decrease in policy and procedure issues
  • Decrease in Average Handle Time
  • Increase in First Call Resolution
  • $8.1 million return on investment
At this point, the assessment solution was put into production using the scoring models that were validated in the study.

Results

After one year of the assessments being used in production to screen candidates, FurstPerson conducted a formal business review to gauge the impact of the assessment solution compared to the validation forecast.  The one-year impact included the following results:

improvement with FurstPerson solution

Based on these results, the net financial gain to this organization is $68.9 million which equates to $11,129 per hire.

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