ShareShare on FacebookShare on Google+Tweet about this on TwitterShare on RedditEmail this to someoneShare on LinkedIn

How call center simulation tests pinpoint top performers.

 

In a perfect world, the best way to hire superstar agents would be to watch them perform the job for a while and then hire the ones that perform best.

Unfortunately, we don’t live in a perfect world. And most call centers are forced to guess which applicants will make the best agents. While there are many call center tests available, most don’t consider the unique performance demands of your call center. This often leads to inaccurate talent prediction and a revolving door of call center agent turnover.

Simulations, on the other hand, deliver results that are often 2 to 3 times more accurate than traditional call center tests. Call center simulation tests enable applicants to actually demonstrate their abilities to do the job under simulated conditions. This leads to increased accuracy, more realistic job expectations, improved productivity, and less call center turnover.

Not all call center simulation tests are equal. 

When selecting a simulation, it’s important to consider the unique needs of your call center.  You should focus on the specific things your agents need to do to advance your strategies for growth. Begin by asking, “What is most important for our call center?”

  • Better service
  • Increased sales
  • Improved call handling times and one call resolution
  • Improved collections on past due accounts
  • Better leadership for our call center agents

Identifying your call center’s most pressing needs will help you select the call center simulation test that will most accurately predict top performers for your organization. At Employment Technologies, we don’t take a one-size-fits-all approach to testing. We offer the most comprehensive suite of call center simulation tests in the industry—specifically designed for key contact center jobs. What’s more, we can customize our simulations for your call center to provide the most realistic and powerful hiring solution possible.

Don’t forget leadership development.

If you are confident in the quality of your agents but still have turnover issues, you may need to look beyond the agents and focus on the leaders who supervise them. Often call centers focus only on agent hiring as the root problem and neglect the process for hiring and developing quality leadership. Our award-winning leadership simulation is specifically designed to pinpoint retention champions with the ability to coach, motivate, and lead call center agents to peak performance.

Ensure success with clear plans for growth and development.

Lastly, no one is 100% ready to go on their first day.  Our call center simulation tests bring clarity to performance gaps and identify the areas that require additional training and development. Based on this analysis, our call center simulations outline specific steps for employees’ immediate and ongoing development.

Check out our full suite of call center simulation tests:

Ready to hire superstars? Contact me directly at 888.332.0648 x 216 or via email to discuss your specific hiring needs. Discover how call center simulation tests can help you hire, develop, and retain the best!

ShareShare on FacebookShare on Google+Tweet about this on TwitterShare on RedditEmail this to someoneShare on LinkedIn