Improving Call Center Hiring: More Important Than Ever

Technology has automated nearly every aspect of the customer experience. With sophisticated technology working to provide on-demand and comprehensive service at your customers' fingertips, your call center representatives are the last line of defense. This makes it more important than ever that your representatives are delivering flawless customer service experiences. The reality, unfortunately, is that they likely are not.

Too many organizations still rely on old-fashioned typing tests and basic personality assessments,
which do very little to predict who will succeed in today's challenging call center environment.

We work with some of the world's top call centers, so we understand the unique needs of hiring managers in this environment. Improving call center hiring is a complex issue - do you need support for any of these common challenges?

EMPLOYEE RELIABILITY

Our solutions address common workforce issues, such as high turnover, high absence rates and low schedule adherence

LOW (OR NO) BUDGET

Building a quality workforce is tough enough. It's even harder when you have limited funds available

INADEQUATE TRAINING

Training requires a significant investment of time and resources. Be sure to invest that training in the right call center employees

HANDLE TIMES

One of the most important metrics in our space, efficient handle times makes all the difference when it comes to satisfied customers and a healthy bottom line

FIRST CONTACT RESOLUTION

Hiring call center representatives who can resolve customers' issues during that first contact is a win-win for both the customer and the company.

CUSTOMER RATINGS

This is the real story. Positive reactions and high ratings = powerful, valuable. Low scores and dissatisfied customers? Devastating.

How Can We Help?

We take the guesswork out of screening and selecting individuals into specific jobs within your contact center. By leveraging decades of experience, we've developed precisely calibrated solutions and scoring profiles for the core job functions in your contact centers. Our pre employment assessment solutions and profiles are targeted for several contact center roles, including: