Agent assessment tools/tests

Instead of the traditional revenue per hour, close ratio or conversion ratio as the KPI metric for sales success, Cox measures RGU per person per month, with the lowest producers averaging 600 RGUs per month, the middle producers averaging 675 RGUs per month, and the top producers averaging 900 RGUs per month. The spread between Elmore’s low and high producers is only about 30 percent, indicating that his team is doing a very good job of selection and deselection of sales reps.

Judson Linville, executive vice president of the company’s Service Delivery Network, describes American Express’s philosophy, noting, “The American Express inbound service network has a massive opportunity to shape the brand. It is shaped by each customer experience. We use the momentum of the inbound service call to deepen both the relationship with our customers and their loyalty.” Linville credits four major strategies as key to driving sales in his organization: 1) structured call routing, 2) predictive hiring assessments, 3) a focus on fewer metrics, and 4) leveraged variable pay.

At Salt River Project, it’s hard to tell if the things on top of employees’ noggins are headsets or halos. If you ask SRP’s customers and members of the local community, they’ll swear it’s the latter.

Is language a barrier for your outsourcing operations? Speech analytics could help ease the headache for you and your customers.

How do you know if agent candidates can do what your center needs them to do if you've never seen them do it? A case for hands-on evaluation and tips for objectivity.

A Q&A with World Travel Holdings' Drew Daly.

An analytics-based prehire assessment tool has enabled DISH Network to better assess job candidates for performance and retention.

Call centers are working new assessment tools into their hiring strategies, and seeing a significant dent in the cost associated with agent turnover, as well as improved quality and performance.

Best practices in call center agent recruiting and hiring from LIMRA International's Malcolm McCulloch.

The high cost of agent turnover can create a pressure-cooker atmosphere for hiring managers and executives. Assessment tools can help target and test for performance capabilities, and can increase fair and consistent hiring practices.