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Pre-employment screening solutions are important in the hiring process as they provide organizations with a way to reduce employee turnover and increase productivity by choosing candidates who have proven they can fit the job role, even before they are selected.
In the contact center, this is especially important as agent turnover is high and improving retention is a critical goal of most contact centers.
Addressing the need to reduce attrition is Chicago-based FurstPerson. FurstPerson offers Web-based pre-hire testing solutions that allow hiring managers to improve the probability of making the right hire.
FurstPerson’s 1stHire, a powerful hiring system that is also Web-based, can be configured to meet specific needs. 1stHire includes added features like the ability to measure work habits, work attitudes, and work abilities as well as offers a realistic job simulation assessment, automated scheduling for candidate phone interviews or on site interview appointments and the ability to scale for large volume hiring needs.
1stHIRE predicts new hire job performance including retention, call control metrics (AHT, CPH), first call resolution, call quality and sales and save performance.
Also included in 1stHIRE is a reporting and analytics tool which includes a real-time dashboard, an analytics and agent development component that analyzes critical data and provides insight into how to continually enhance the performance of each qualified candidate after being hired, and more.
Contact centers choosing the 1stHIRE solution work with FurstPerson consultants to design and implement a specifically configured hiring system. Matching competencies to call types (care, sales, support, and collections) allows FurstPerson to configure the hiring solution specifically for complex environments.
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