News: What Scientists Can't Tell You About Simulations

Surprisingly few scientific articles examining contact-center simulations are available in the public domain. Rather than sharing research via the traditional publication channels, most company publishers have opt to keep details of their contact center simulation secret. In result – the scientific community has had little opportunity to weigh in on the benefits, drawbacks, and implications of multimedia contact-center simulations.

Below, you'll find long-awaited insight from studies performed at FurstPerson.

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Study #1
This examination required candidates to use a computer to navigate between multiple databases while handling a fictitious customer call, and trained observers rated candidates’ performance. The simulation’s scores predicted job performance significantly.


Study #2
This study may be the most comprehensive published disquisition on multimedia contact-center simulations to date. In this review, evaluation of a contact-center simulation’s accuracy using 34 studies with a combined sample of nearly 6,500 people – the results illustrated the simulation’s ability to significantly predict each of the FOUR key performance indicators:

• average handle time

• customer satisfaction

• quality assurance

• sales

In fact, the magnitude of the results suggested that multimedia contact-center simulations are one of the best available predictors of contact-center representative success.


"Research showed that a role play based on tasks performed by service representatives significantly predicted post hire training and on-the-job performance." – Brent Holland, Vice President, Research and Consulting at FurstPerson

FurstPerson Results:

 

These published studies can be summarized in terms of THREE points.

First, it is possible to create interactive simulations that accurately measure important aspects of the job, but doing so requires a significant investment in terms of time and resources.

Second, despite job complexity, applicants (even with little or no experience) can learn to complete a realistic contact-center simulation with proper training.

Third, results from observation studies suggest that contact-center simulations predict post hire training and job performance as well or better than all other known predictors, including personality assessments and cognitive ability tests.


– Have you, or your company ever used simulation during job training? Please submit your stories in the comment section below.

All information compiled in this blog post was gathered from "How to Measure Contact Center Skills Using Multimedia Simulations." – compiled by FurstPerson.

To read the full text and discover more solutions that help candidates find a job they will love and enable clients to hire people that will perform well, be satisfied, and stay with the company – visit www.furstperson.com.


Hire Furst, Hire Right – FurstPerson