A leading provider of contact center services was struggling with high attrition and poor performance for new hires. The hiring process was not structured which led to hiring decisions made without consideration of abilities, skills, and behaviors. Because of the contract structure with their clients, the high attrition and reduced customer acquisition results created financial pressure for the firm.
Our approach represents an effective and continually improving process. Once FurstPerson’s assessments are implemented, we will conduct continuous workforce analytics to monitor the performance of the assessments and tests, identify opportunities to refine the recommendations, update job knowledge content, and modify tools based on changes in the business or broader environment. These ongoing activities are critical to ensure the assessments remain in lockstep with the business and continue to drive results year over year.
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