“The performance of the Call Centre has improved by an average of 16% over the last six months and is still improving – even considering the negative effect of the Covid-19 pandemic.”
A valued client of ours from the financial services industry recently replaced their traditional assessment centre with the SimplyMustard Call Centre Assessment Solution and here is what they had to say…
“We would like to thank you for allowing us, over the last two years, to corroborate with your group in using the specialized CAT-psychometric instrument to restructure and upgrade our Call Centre function. The result is phenomenal! By that I am not implying that we were sitting with a failing entity, but in hindsight our resultant product proved in absolute terms that we surely were in need of a significant ‘overall’. As you well know, our industry-type is at the forefront of being subjected to ongoing technological, strategical, procedural and products/service changes – to such extent that one is easily found wanting in upgrading to keep abreast with the fresh winds blowing through our sector; and not even be fully aware of it as well as the possible negative effects it may have.
It was actually only after the conclusion of the entire restructuring project (and of course it will never stop) that we really appreciated the positive impact thereof. Even reading the CAT-Manual contributed to the benefit we derived – where research shows where Call Centres (CC) are developing to, the growing marketing and show-window-role of the organisation the CC is playing, that the human-element is the single most important element determining the success of the CC, what constitutes the right attributes of the effective Callcentre Agent (CA), etc.
Our joint project left us with a professionally restructured Call Centre (CC), consisting of highly effective Callcentre Agents (CA) of which 41% of the historically existing staff were replaced by using the CAT:DI and is representing our organisation superbly in the market. The performance of the Call Centre has improved by an average of 16% over the last six months and is still improving – even considering the negative effect of the Covid-19 pandemic.
The test represents an obvious comprehensive coverage of the entire Call Centre functional and the resultant Call Centre has become self-developing in its structure and effective functioning and is also self-containing.
Please accept herewith our appreciation.”
