ICMI's Customer Management Insight - April 2008 - (Page 15) PEOPLE BY GREG LEVIN for directors, managers, quality specialists, supervisors and team leaders M The Science of Agent Selection: Assessment Tools Help Centers Find the Right Fit Facing a tightening economy, nearly all business operations — including call centers — are looking for ways to cut costs. Companies that are working new assessment tools into their hiring strategies are seeing a significant dent in the cost associated with agent turnover, as well as improved quality and performance. A few years ago, U.S. Cellular introduced a multipronged hiring strategy at its contact center to help put an end to historically poor selection decisions — decisions that had resulted in the center being staffed with many agents who either lacked the skills, the attitude and/or the drive to succeed in the contact center. What set the center’s new hiring strategy apart from the old approach? The incorporation of some innovative assessment tools designed with the unique requirements of contact centers in mind. These tools, in addition to saving U.S. Cellular hours and hours of manual applicant screening and assessments, enabled the center to stock its frontline with agents who not only have the ability and personality to thrive in customer contact, but who actually end up doing so — for years on end. Each of U.S. Cellular’s assessment tools serves a slightly different icmi’s insight www.icmi.com | APRIL 2008 15 http://www.icmi.com
Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - April 2008 ICMI's Customer Management Insight - April 2008 Operations: Small Call Centers, Big Potential Ad Index Contents Editor's Page Contact Center Spotlight People: Assessment Tools Recommended Reading Technology: Speech Recognition Special Feature: Best of Show Strategy: Service-to-Sales Success Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings Experts Angle - Speech Analytics: Uncovering the Voice of the Customer ICMI's Customer Management Insight - April 2008 ICMI's Customer Management Insight - April 2008 - Operations: Small Call Centers, Big Potential (Page 1) ICMI's Customer Management Insight - April 2008 - Operations: Small Call Centers, Big Potential (Page 2) ICMI's Customer Management Insight - April 2008 - Contents (Page 3) ICMI's Customer Management Insight - April 2008 - Contents (Page 4) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 5) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 6) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 7) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 8) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 9) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 10) ICMI's Customer Management Insight - April 2008 - Editor's Page (Page 11) ICMI's Customer Management Insight - April 2008 - Contact Center Spotlight (Page 12) ICMI's Customer Management Insight - April 2008 - Contact Center Spotlight (Page 13) ICMI's Customer Management Insight - April 2008 - Contact Center Spotlight (Page 14) ICMI's Customer Management Insight - April 2008 - People: Assessment Tools (Page 15) ICMI's Customer Management Insight - April 2008 - People: Assessment Tools (Page 16) ICMI's Customer Management Insight - April 2008 - People: Assessment Tools (Page 17) ICMI's Customer Management Insight - April 2008 - People: Assessment Tools (Page 18) ICMI's Customer Management Insight - April 2008 - Recommended Reading (Page 19) ICMI's Customer Management Insight - April 2008 - Recommended Reading (Page 20) ICMI's Customer Management Insight - April 2008 - Recommended Reading (Page 21) ICMI's Customer Management Insight - April 2008 - Recommended Reading (Page 22) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 23) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 24) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 25) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 26) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 27) ICMI's Customer Management Insight - April 2008 - Technology: Speech Recognition (Page 28) ICMI's Customer Management Insight - April 2008 - Special Feature: Best of Show (Page 29) ICMI's Customer Management Insight - April 2008 - Special Feature: Best of Show (Page 30) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 31) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 32) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 33) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 34) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 35) ICMI's Customer Management Insight - April 2008 - Strategy: Service-to-Sales Success (Page 36) ICMI's Customer Management Insight - April 2008 - Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring (Page 37) ICMI's Customer Management Insight - April 2008 - Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring (Page 38) ICMI's Customer Management Insight - April 2008 - Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring (Page 39) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 40) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 41) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 42) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 43) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 44) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 45) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 46) ICMI's Customer Management Insight - April 2008 - Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings (Page 47) ICMI's Customer Management Insight - April 2008 - Experts Angle - Speech Analytics: Uncovering the Voice of the Customer (Page 48) ICMI's Customer Management Insight - April 2008 - Experts Angle - Speech Analytics: Uncovering the Voice of the Customer (Page 49) ICMI's Customer Management Insight - April 2008 - Experts Angle - Speech Analytics: Uncovering the Voice of the Customer (Page 50) ICMI's Customer Management Insight - April 2008 - Experts Angle - Speech Analytics: Uncovering the Voice of the Customer (Page 51)
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