Today's contact centers are faced with a number of challenges when it comes to finding and keeping agents who can meet the company's needs and exceed their goals. One area of concern amongst most contact centers is that of agent adherence. Ensuring that agents are on track with their schedules and meeting their daily needs is important to the flow of the contact center and its success.
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.
FurstPerson's Adherence screening offerings help contact centers to ensure that agents are always ready and working when they should be. This performance metric is critical to production as well as improved performance levels in the contact center.
The company encourages call centers to take control of this by first doing a local job analysis and validation study to uncover the most important skills needed in their organization.
To help ensure adherence will occur in the contact center, the company offers AutoScreen PLUS
and CC AIMS
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.
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.