Talent Assessment Results

Filters

Performance Outcomes

Average Handle Time

Voice | Chat

First Call Resolution

Voice | Chat

Quality Assurance

Voice | Chat

Customer Satisfaction

Voice | Chat | In Person

Winback/Saves

Customer Service | Customer Retention/Loyalty | Social Media Representatives

Voice

CC Audition Outbound Sales | CC Audition Inbound Sales | Field Sales Audition | 1stContact | 1stScreen

$ Sales

Voice | Chat | In Person

CC Audition Outbound Sales | CC Audition Inbound Sales | Field Sales Audition | 1stScreen

$ Conversion Rate

Voice | Chat | In Person

CC Audition Outbound Sales | CC Audition Inbound Sales | Field Sales Audition | 1stContact | 1stScreen

Close Rate

Chat | In Person

CC Audition Outbound Sales | CC Audition Inbound Sales | Field Sales Audition | 1stContact | 1stScreen

Schedule Adherence

Voice | Chat

1stScreen

Calls Per Hour

Voice | In Person

Attrition

Voice | Chat | In Person

1stScribe | 1stContact | 1stScreen | SJT | Shared Values

Chats Per Hour

Customer Service (Chat) | Inbound Sales (Chat) | Technical Support | Hybrid Call Center Roles - Superagent

Voice | Chat

CCA Chat | 1stScribe | 1stContact | 1stType | 1stScreen

First Chat Resolution

Customer Service (Chat) | Inbound Sales (Chat) | Technical Support | Hybrid Call Center Roles - Superagent

Voice | Chat

CCA Chat | 1stScribe | 1stContact | 1stType | 1stScreen

Upsell $

Voice | Chat | In Person

CC Audition Outbound Sales | CC Audition Inbound Sales | 1stContact | 1stScreen

Service Level/Hold Time

Voice | In Person

Transferred Calls

Customer Service | Customer Retention/Loyalty | Collections | Technical Support | Hybrid Call Center Roles - Superagent

Voice

Scorecard

Voice | Chat | In Person

Absenteeism

Voice | Chat | In Person

1stScreen | SJT

Tardiness

Voice | Chat | In Person

1stScreen

Training Performance

Voice | Chat | In Person

$ Collected

Collections | Hybrid Call Center Roles - Superagent | Escalations

Voice | Chat

CC Audition Outbound Sales | CC Audition Inbound Sales

Computer Skill

Voice | Chat

Typing Speed

Voice | Chat

CCA Chat | 1stType

Adaptability

Voice | Chat | In Person

Supervisor Audition | 1stContact | 1stScreen | SJT | Shared Values

Complete Sentences

Voice | Chat | In Person

CCA Chat | 1stScribe | 1stContact

Compliance

Voice | Chat | In Person

1stScreen | SJT | Shared Values

Composure

Voice | Chat | In Person

Supervisor Audition | 1stScreen | SJT

Courtesy

Voice | Chat | In Person

Critical Thinking

Voice | Chat | In Person

Customer Focus

Voice | Chat | In Person

Decision Making

Voice | Chat | In Person

Supervisor Audition | 1stContact | 1stScreen | SJT

Dependability

Voice | Chat | In Person

1stScreen | SJT | Shared Values

Detail Orientation

Voice | Chat | In Person

Supervisor Audition | 1stScreen | Shared Values

Empathy

Voice | Chat

1stScreen | SJT

Flexibility

Voice | Chat | In Person

Gets Results

Voice | Chat | In Person

Grammar

Voice | Chat | In Person

CCA Chat | 1stScribe | 1stType

Initiative

Voice | Chat | In Person

1stScreen | SJT | Shared Values

Integrity

Voice | Chat | In Person

1stScreen | SJT | Shared Values

Learning Aptitude

Voice | Chat | In Person

Listening

Voice | In Person

Multitasking

Voice | Chat | In Person

Open to Feedback

Voice | Chat | In Person

1stScreen | SJT | Shared Values

Oral Communication

Voice | Chat | In Person

1stScreen

Perseverance

Voice | Chat | In Person

1stScreen

Positive Attitude

Voice | Chat | In Person

1stScreen | SJT

Probing

Voice | Chat

Problem Recognition

Voice | Chat | In Person

Problem Solving

Voice | Chat | In Person

Professionalism

Voice | Chat | In Person

Field Sales Audition | 1stScreen | SJT | Shared Values

Relationship building

Voice | Chat | In Person

Field Sales Audition | 1stScreen | SJT | Shared Values

Resilience

Voice | Chat | In Person

1stScreen | SJT

Sales Aptitude

Voice | Chat | In Person

CC Audition Outbound Sales | CC Audition Inbound Sales | Field Sales Audition | 1stContact | 1stScreen

Stress Tolerance

Voice | In Person

1stScreen

Tact

Voice | Chat | In Person

Team Player

Voice | Chat | In Person

1stScreen | SJT | Shared Values

Time Management

Voice | Chat | In Person

1stContact | 1stScreen

Typing Skill

Voice | Chat

Written Communication

Voice | Chat | In Person

1stScribe | 1stContact | 1stType

Culture Fit

1stScreen | Shared Values

Leadership

Field Sales | Supervisors | Claims Representatives

Voice | In Person

Supervisor Audition | Field Sales Audition | 1stScreen | SJT | Shared Values

READY TO LET US HELP YOU IMPROVE BUSINESS OUTCOMES?

Driving Results

Outcomes that Matter to your Business

Performance Outcomes

Resources

Company

Products

Driving Results

Outcomes that Matter to your Business

Performance Outcomes

Resources

Company

Products

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