FurstPerson

PRE-EMPLOYMENT TALENT ASSESSMENT CASE STUDY

Remote Agent Talent Assessment: What Makes a Home Agent Different

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43% reduction in attrition

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7% higher training performance

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30-second AHT improvement

FurstPerson partnered with a leading business process outsourcing firm to provide a talent assessment solution for a program providing technical support for consumers with personal devices like cell phones. The program is run as a virtual home agent program meaning job candidates are sourced from multiple locations across the United States and will not work in a brick and mortar facility.

To design the talent assessment solution, FurstPerson worked with the outsourcing client to discover their business needs, design a solution to solve the business challenges, and create a foundation for future advancement by incorporating talent analytics into the process. In this case, ongoing performance data will be captured and then reviewed to look for opportunities to improve the hiring process.

Download the case study to learn more.

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