FurstPerson Named Recipient of Frost & Sullivan’s Customer Value Award
Published: Monday, January 25, 2010
CHICAGO – JAN. 26, 2010 – FurstPerson, a Chicago-based company that provides the contact center industry with talent management solutions focused on pre-hiring processes, today announced that industry research and consulting firm Frost & Sullivan named it as the recipient of the 2009 North America Customer Value Enhancement Award in Contact Centers. Frost bases the award on how best-in-class companies worldwide manage growth, innovation and leadership.
The Frost & Sullivan Award for Customer Value Enhancement is presented each year to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. This award recognizes the company's inordinate focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and ultimately customer base expansion.
FurstPerson is focused on hiring the right employees with the goal of reducing contact center turnover and improving new hire job performance, which leads to better financial results for the center. Its Web-based assessment products, contact center simulations, as well as its consulting services are designed exclusively for the contact center industry. Companies have improved their contact center hiring results for new hire retention and job performance, with typical results ranging from 10-50 percent reductions in 0-90 day attrition and 5-20 percent increases in new hire job performance.
“FurstPerson’s leadership and vision have stood out among its competitors for several reasons, including its higher visibility in the industry and its aggressive global efforts to automate the hiring process,” said Keith Dawson, principal analyst of Frost & Sullivan’s North America contact center practice. “The company has also successfully melded products based on new technology with a rigorous professional services practice. This has provided FurstPerson’s clients with a sense that they are automating a process that is, within each client, unique.”
“Frost & Sullivan has a keen eye to global customer needs and trends in the contact center marketplace,” said Jeff Furst, president and chief executive officer (CEO). “At FurstPerson, we regard agent hiring in contact centers as a core competency, where more effective hiring and overall center performance are inextricably linked. Our solutions provide feedback on critical key performance indicators (KPIs) that centers use to measure effectiveness – allowing managers to better identify the best individuals for the job, hire smarter and ultimately, deliver better customer service and sales. We’re proud to be recognized by Frost & Sullivan for this prestigious distinction which validates the tremendous effort our employees make each day creating value for our clients.”
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