Solution - Incumbent Workforce Analysis

This customized solution is a systematic method to help you objectively evaluate the skills of your current contact center agents.

Are you training your agents based on their abilities and needs?

The more you understand your current agents' skills, the more you can train them based on their abilities and job requirements. In addition, skills that your top performers possess should be considered and valued when recruiting new agents.

How can Incumbent Workforce Analysis help?

• Measure your contact center agents' ability to meet job requirements.
• Identify what skills your top performers possess and what skills your low-level performers lack.
• Identify training needs of current agents by highlighting their strengths and developmental areas.
• Benchmark your agents against an industry sample.
• Obtain information using an objective third-party and validated methodology.

How does Incumbent Workforce Analysis work?

• FurstPerson discusses job requirements with contact center management.
• Contact center agents take a validated web-based assessment test.
• Compare results against job requirements to define gaps.
• Benchmark results against industry sample.
• FurstPerson presents conclusions and recommendations.

To learn more about Incumbent Workforce Analysis, please contact us or call 1-888-626-3412.