News: 4 Ways Managers Take Candidate Assessment to the Next Level

Find out before you hire them with CC Audition®, FurstPerson’s interactive call center simulation.

CC Audition® Service - Home Agent is a multimedia, web-based simulation tool that evaluates job candidates applying for contact center positions from anywhere around the world. Hiring Managers now have the opportunity to evaluate candidate's abilities to perform contact center job requirements using a number of assessment techniques.

Here are 4 benefits from CC Audition® the PROS find most effective:
 
#1 Accessibility

Recruiting an adequate supply of well qualified candidates is a precursor to hiring the right people. With the use of CC Audition
® – hiring managers have the opportunity to supply a highly realistic contact center simulation to candidates from anywhere around the world. Real life scenarios are played out by candidates using a powerful Internet-based technology that provides an opportunity to determine if the position is suited for them early on in the hiring process.


#2 Measuring the "Whole Person"

CC Audition® uses 10 different scenarios to ensure a candidate is completely assessed. With a broad spectrum of call center situations – hiring managers have the ability to measure the "Whole Person" using the following competencies:

Computer skills: Although contact centers typically place representatives into jobs that emphasize a particular skill set, such as customer service or sales, nearly all of these jobs require representatives to interact with an assortment of customers while using a computer to access information necessary to provide assistance.

General learning: Simulations surpass all other assessments when it comes to testing a candidates ability to learn. Testing an applicants ability to understand, memorize, and integrate new information and then apply it in an appropriate context is a great asset for hiring managers.

Problem solving: Understanding customers' needs and suggesting the best-suited product or services to customers is the goal of all contact center representatives. The ability to promptly solve problems by gathering and analyzing appropriate information is the key to their success.  

Persuasion, Influence, and competitive positioning: Self-esteem can be hard to express during a job interview. Simulations allow candidates the opportunity to navigate different scenarios, testing their ability to build strong arguments, negotiate agreements, and convince customers to select addition products or services. This allows managers to determine if candidates will be successful integrating into a competitive contact center environment and achieve company's objectives.

Customer Focus: Finding the ideal candidate who respects the customer, while promptly responding to requests, soothing tensions, refocuses the discussion on the problem, and recognizes and apologizes for errors – is a difficult task for most hiring managers. But, with the use of simulation, managers can test candidates ability to create a positive customer contact, while adhering to company policies.

Multitasking: Finally, the most difficult skill to measure, and arguably the most important, is multitasking. The ability to react promptly to a situation and to efficiently listen, think, type, or search simultaneously is, according to many industry experts, essential to optimal contact center performance.
 

#3 Immediate Scoring and Results 

* The average testing time for candidates is about 75 minutes. Managers receive results instantly.

CC Audition is broken into two main components:

First: A training section that includes an introduction, training module, and a practice session is accessible via the internet. This allows candidates to become familiar with the testing program before starting the assessment. 

Second: Candidates conduct call scenarios using five standard call types:  

• Product service/inquiries
• Up-selling and cross-selling initiatives   
• Billing Inquiries
• Orders
• Complaints and problems

#4 Validity

Simulations can be the first impression perspective employees get from your company. Hiring managers who use CC Audition® for assessments – present a consistent professional image to perspective employees, while relating performances candidates will need at the job through simulation. Many centers do a reasonable job assessing candidates’ knowledge (e.g., computer software and hardware), ability, and personality characteristics. However, when it comes to measuring essential job-relevant skills, far too many centers miss the mark. Candidates are often upset by assessments that do not relate to the job they are applying for and will shy away from those that appear unprofessional. Negative impressions due to a lack of face validity can cause a variety of problems, including damaging an employer’s brand image.


– What techniques do your managers use to evaluate candidates more effectively? Please submit your response 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