Human Resource Management Center, a candidate acquisition solutions provider aiding in the selection, assessment and hiring of top performers, and Profiles International, an international provider of employee assessment solutions that helps organizations select the right people and develop them, have announced a strategic partnership.

 

Under the terms of this partnership, HRMC is to integrate its IVR- and web-enabled talent acquisition solution Acclaim and Profiles International's XT Assessment. The integration is to help identify qualified candidates and seamlessly transfer them to an automated 'Voice Audition' with the aim of determining language competency for offshore call center vacancies.

 

Organizations possessing the ability to combine specialized 360-degree assessments with voice-audition technology in a seamless process can much more effectively fill offshore customer-facing positions, from IT support techs to call center representatives.

 

Key predictors of job performance such as proper assessments for organizational fit and skill can be accentuated by capturing their 'voiceprint' and language competency in order to help them make the correct hiring decisions for positions involving customer interactions.

 

Ron Selewach, CEO of HRMC, said that as more organizations switch to overseas call centers, they all too often allow unqualified customer service representatives handle critical customer service interactions. Testing for language proficiency combined with cultural cognition, he said, has always been beyond the capabilities of candidate assessment technology.

 

Hiring managers, through combining intuitive assessments with voice auditions, can now thoroughly evaluate and assess candidates who are being tested in real time using a simulated customer-service environment. Testing, said Selewach, makes use of a voiceprint that provides comprehensive information that can be used to make an excellent hiring decision.

 

Bud Haney, CEO of Profiles International, said that the company is excited about its alliance with HRMC, as it is vital to stay on the cutting edge of innovation in the industry. HRMC, said Haney, provides Profiles International with more value and convenience for their clients.

 

The ProfileXT is a multipurpose 'Total Person' assessment tool. It is able to allow evaluators to measure how well an individual can fit specific jobs within an organization, and, as such, is able to help hiring managers choose candidates who are most probable to succeed.

 

Acclaim's automated workflow makes use of ProfileXT in order to permit hiring managers to determine whether a candidate is best suited for Sales, Technical Support, Collections or Customer Service. When assessments and screening have been performed, qualified candidates can be moved to a voice audition enabled by Acclaim's IVR technology.

 

This audition enables evaluators to ask questions that can assess language competency. According to a release, this process can help determine whether candidates in other countries can speak English well enough to be understood, to understand, to empathize correctly given subtle emotional cues, and craft articulate responses in order to help resolve customer service issues experienced by US-based customers. The implementation of this integrated solution is currently ongoing in the talent acquisition process for two call centers in the Philippines.

 

In related news, Five9, a provider of on-demand call center software, has broadened its service offerings for call center professionals.