A health and benefits provider desired to implement a more accurate hiring process across its four locations based in the United States. The organization receives inbound customer care calls from individuals inquiring about health and benefits programs, reimbursements, coverage, and other needs. Given the wide range of complexity for each call, the organization needed to select job candidates that could manage transactional calls up to complex calls covering a wide range of information and systems.
FurstPerson conducted a job analysis with 15 subject matter experts including production agents, managers, and executives. The job analysis yielded critical competencies that drive job success. Based on the job analysis, FurstPerson recommended four assessments designed to measure key elements of the job competencies resulting from the job analysis.
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