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January 28, 2009

Pre-Employment Screening Necessary for Proper Agent Adherence

By Stefania Viscusi, Assignment Desk Editor


Not only does measuring adherence in the contact center can help contact centers to meet their performance goals, but ensuring agents can meet these requirements before they're even hired will save lots of wasted time and money.
When it comes time to hiring agents for the contact center who will perform best on the floor, many contact centers are turning to pre-employment assessment tools to help them see in advance how an agent will perform.
FurstPerson offers simulation tools, assessment tests and other resources that help call centers find, hire, and keep the right employees.

The CC Aims offering is a personality assessment tool that is Web-based and looks to candidate's attitudes, interests and motivations to work in the contact center. It evaluates their problem solving, administration, teamwork and other goals to ensure they will be a good fit for the contact centers needs.

AutoScreen Plus is a Web-based biographical data assessment that includes questions to uncover their work habits and find out key factors like their frustration tolerance, resiliency, computer use, and more.
For more, be sure to check out the Call Center Hiring and Pre-employment Screening channels on TMCnet.

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi
Pre Employment Screening

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