ICMI's Customer Management Insight - April 2008 - (Page 16)

PEOPLE purpose and is used at distinct stages of the hiring process. First, the center counts on a comprehensive, automated applicant tracking system (ATS) called PeopleFilter, developed by PeopleFilter Technology. This tool helps the company separate promising agent agents from the rest of the pack early on in the application process. The ATS evaluates all applicants who complete the online application process and rates them on a wide number of competencies — each defined by U.S. Cellular as either “required, “very important, “impor” ” tant, “desirable” or merely “nice to ” have. The system also takes into ” account any call center and/or customer experience the applicant has, and then assigns the applicant an overall score. To help with the skill assessment, the company uses the Call Center Simulation product from Employment Technologies Corporation. “It replicates a typical call center, and measures such things as comfort with typing, computer navigation, transferring audio information to text, etc., explains ” Manny Torres, senior H.R. director of talent acquisition for U.S. Cellular. Another key assessment tool the center uses to enhance hiring is the Call Center Fit Index — developed by the DeGarmo Group — which is designed to see if an applicant has the specific character elements needed to succeed in the challenging call center environment. Torres points out that, just because a candidate has the skills needed to handle customer contacts doesn’t mean he or she has the “will” to remain committed to such work. “Far too often in call centers, we have folks who just cannot ‘put up’ with call center operations and everything that comes with it. [The icmi’s insight In addition to a prescreening/basic hiring requirements module, 1stHire features: HIGH-TECH HIRING > WORK HABITS ASSESSMENT — a Numerous other organizations biographical data assessment tool have followed U.S. Cellular’s exam- that measures things like dependple, taking advantage of advanced ability, person-environment fit, applicant assessment tools aimed computer use, resiliency, complidirectly at contact centers. And ance, frustration tolerance, attention there are plenty such tools avail- to detail and conscientiousness. This able. Many are Web-based, very assessment takes applicants about user friendly and have highly 15 minutes to complete on a testing robust reporting features that computer. > WORK ATTITUDES ASSESSMENT — assist managers and supervisors in measures a candidate’s attitudes, their selection decisions. (To view a sample diagnostic report generat- interests and motivations to work in ed by Employment Technologies’ a contact center environment. Call Center Simulation product, Factors of focus include problem solving, idea generation, resistance CLICK HERE.) Today’s best agent assessment to change, teamwork, expressivesystems are comprehensive prod- ness, attitude toward work and selfuct suites, featuring a diverse range centeredness. Most candidates will of customizable components that, complete this assessment in roughcollectively, can do everything from ly 20 minutes. > JOB SIMULATION TOOL — a realisweeding out weak candidates to tic job simulation that allows job gauging more viable applicants' skills, motivation levels and adapt- candidates to play the role of agent in your contact center. Simulations ability. A prime example is FurstPerson’s feature several interactive call sce1stHire product, a Web-based hiring narios, where candidates listen to system that features various mod- realistic customer inquiries and ules from which contact centers can issues, and then select responses choose and, to an extent, customize. from a list. Because it is all Webbased, it doesn’t require that any Call Center Fit Index] assessment tries to help us isolate those folks. ” M Vendor Directory Here are the Web sites of each agent assessment product vendor mentioned in this article: PEOPLEFILTER TECHNOLOGY EMPLOYMENT TECHNOLOGIES CORP. DEGARMO GROUP FURSTPERSON LIMRA INTERNATIONAL KNOWLAGENT AON CONSULTING PREVISOR www.peoplefilter.com www.etc-easy.com www.degarmogroup.com www.furstperson.com www.contactcenter.limra.com www.knowlagent.com www.aon.com www.previsor.com www.icmi.com | APRIL 2008 16 http://etc-easy.com/pdfs/ccs/ccs_individualsuccess.pdf http://www.peoplefilter.com http://www.etc-easy.com http://www.degarmogroup.com http://www.furstperson.com http://www.contactcenter.limra.com http://www.knowlagent.com http://www.aon.com http://www.previsor.com http://www.icmi.com

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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

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