McKinsey, a leading global consulting firm, published an interesting analysis drawing from a wireless provider.
McKinsey highlights that the wireless firm was able to determine a zone between quick answer times and just good enough answer times that did not reduce customer satisfaction significantly but did allow the firm to reduce production staffing time which resulted in $7 million in savings. This type of analysis correlates with our own analysis examining how new hires that have been assessed for call control performance might be 10 to 50 seconds faster in Average Handle Time with consistent quality. The net result is a significant operating savings.
Qualifying call center job candidates for future performance in call control and customer satisfaction can be accomplished by using assessments like call center simulations, problem solving tests, and personality tests.