Then how can it be determined in advance who will be a successful contact
center representative and who will not?
. . . One answer that has proven effective is simulation.
Twenty years ago, a company named Employment Technologies
Corporation (ETC) hit upon this idea and pioneered and established
a testing solution now known as EASy Simulation Assessments. To
develop an EASy Simulation for contact center representatives, the
company worked with 29 diverse call centers to gain a realistic view
of the job and the necessary abilities to perform the job. The work
by ETC included a blind study with 800 agents to compare predictions
from the simulation with actual job performance.
Time after time the prediction results were outstandingly accurate
and resulted in hiring individuals who allowed the companies to
enjoy improved employee performance, decreased training requirements
and increased retention. Click to read full article.
