Tell us if any of the following is a typical scene in your Call Centre:
- High Staff Turnover
- Poor Communication
- Poor Customer Experience
- Problem-solving not Happening
In today’s fast-paced Call Centre environment, it is incredibly costly to hire the wrong person when expanding your team. Proper Call Centre Recruitment is therefore very important.
The Problem Is Call Centre Work Is Changing.
Increasing automation, as well as customer expectations, is changing how call centres operate. As a result, call centre agents must acquire different competencies to remain competitive, with a greater focus on complex problem-solving and customer service.
Recruitment, more specifically in this instance, Call Centre Recruitment, is costly and ineffective, leading to high attrition and turnover. In addition, inefficient, time-consuming and expensive recruitment methods are not sufficiently tuned to identify the right agents that will stick and perform.
To add to this complexity, generic assessment solutions are not sufficiently flexible nor predictive of performance, meaning that they cannot cater to client-specific accepted performance criteria, which results in a high level of attrition and turnover of agents.
A multi-instrument solution approach is often applied instead of a composite integrated solution that allows the progressive elimination of candidates. In addition, generic instruments and assessments do not make provision for industry and client-specific norms.
SimplyMustard has made it possible for businesses of every size to put candidates through ability & personality assessments designed to test their suitability for the role they are applying for.
The Solution.
Introducing the Call Centre Agent Assessment – brought to you by SimplyMustard.
The instrument assesses and predicts the characteristics of successful call centre agents in various operation positions, ranging from those who deal with high volumes and repetitive requests for information to those who are dealing with more complex requests and complicated problems.
The instrument consists of two divisions:
- Division A consists of six cognitive groups of questions totalling 40 test items in 18 minutes.
- Division B consists of 135 questions/statements and has no time restriction, but it will most probably not take more than 25 to 35 minutes to complete.
Total of 175 test terms to be completed in ± 50 minutes.
Measuring Areas – Scales: 7 Main Structures:
- Cognitive
- Integrity
- Work Ethic
- Personality
- Behaviour
- Competency
- Monitor
Want to know more about our “Call Centre Agent Assessment”? Request a demo now or contact us here.
