In many of our speeches and presentations, we oftern discuss how the pre-employment selection process allows a job candidate to try out for the call center job just like they might run the 40-yard dash in a try-out for a sports team or sing and dance to earn a spot on a Broadway musical.
For example, our CC Audition simulation is designed to help the call center job candidate "play the part" before they are hired.
In this article, Bryan Baldwin (Manager with the California Dept. of Justice) relates a newspaper story on how the NFL uses the 40-yard dash to help select potential draft choices.
We especially liked his reference to how a job analysis process can drive the selection of the right assessments. In our experience, many call center organizations want to skip the job analysis process and just go with an off the shelf assessment process. We have found that skipping the job analysis process is a significant mistake.