Modern simulations allow candidates to experience life as a contact center representative while auditioning for a job from anywhere in the world, and give an organization’s talent acquisition team direct visibility into a candidate’s potential to achieve on-the-job success. Amid a constellation of problems that characterize many contact centers, multimedia simulations represent a promising tool to help centers identify the most skilled job candidates who will succeed in a complex and challenging role.There are a variety of reasons why simulations are one of the most powerful tools available for selecting employees. Here are a few of the most important:
1) A Realistic Job PreviewThe correlation between simulations and actual tasks found on the job allows applicants the opportunity to experience a realistic view of what it's like to hold the job they are applying for. Real-life job scenarios help the organization learn important information about a candidate's suitability based on demonstrated behaviors and skills, while applicants get a better understanding for what will be required of them on the job. Candidates who are overwhelmed by tasks found in test scenarios, or do not find the work enjoyable – usually voluntarily remove themselves from the application process. In end, turnover is reduced and time saved provides huge savings.
2) Job Relatedness
The time and effort required to build a realistic simulation that accurately measures a candidate’s job related skills is one reason behind the rise of low-fidelity simulations or situational judgment tests. Although simulations can be the strongest tool in your company's hiring process, their effectiveness can only be determined by how relative they are to the job. The closer the information gained through job simulation required for successful job performance, the more confidence one can have in making predictions based on a candidates' future performance.
3) Simulations Can Be Fun and Engaging
Not only do simulations resemble the tasks required for a job, but they can actually be fun for applicants. The potential value in combining elements from the video game industry with modern test design to create an engaging, fun candidate experience that portrays the contact center job realistically, while measuring essential skills accurately – is limitless. The notion of creating an enjoyable experience received enthusiastic endorsement from contact center recruiting teams, which frequently struggled to move large volumes of candidates through the entirety of the hiring process. Ultimately, the ability to offer an assessment that simultaneously provides value for the job seeker and the employer is a winning situation for both parties.
4) Face ValiditySimulations can sometimes be the first impression perspective employees get from your company. By insuring the contents of your assessment have a consistent professional image and relate to performance required at the given job – companies will create high face validity. 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. Candidates value their time as much as HR managers and sometimes a simulation can be a precursor to a way a company treats their employees.
– Have simulations helped your company hire great employees? 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.
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common job-specific types of contact-center simulations. Let FurstPerson help you decide.
