While most everyone can use a telephone - not everyone is cut out to work in a Call Center environment. Someone may have “The Right Stuff” to deliver great Customer Service & Support – it doesn’t necessarily follow that the same individual is also a good fit for the more demanding & sales-oriented requirements of Inside Sales, Telemarketing or TeleCollections.
Top Performing Call Centers drive their Revenue & Performance through Superior Hiring Tactics. Hiring the wrong Agent to begin with is the Root Cause of most Call Center Performance Issues. It’s also a significant drain on your Budget & Bottom Line, on Customer Satisfaction Ratings, and on Sales Results. Every failed hire represents wasted dollars down the drain. Not to mention the Lowered Productivity, Poor Morale & Higher Absences associated with a Poor Job Fit.
Typically there are 3 grades of Agents found in a Call Center: (Above Average), (Average), and (Below Average).
(Above Average) Agents seem to have “The Right Stuff” that pushes them to succeed & a natural compatibility with the duties of the position. They work hard - exceed expectations - do more than asked - achieve high-quality consistent results - can always be counted upon - need little direction & work extremely well with everyone.
(Average) Agents perform their duties adequately enough “to get by” - but no better. They are the partially competent. Generally they’re strong from a Skills standpoint but missing a key ingredient or two from a Job Fit and Sales Closing standpoint.
(Below Average) Agents are the people who just don’t fit somehow. Sometimes they’re good people in the wrong jobs. They need extra coaching & supervision just to achieve average results. Often they cause unnecessary conflict. (Below Average) Agents have the Highest Levels of Absenteeism, Lowest Levels of Productivity & Sales, Poorest Performance & Customer Satisfaction Ratings, and generally have a Negative Impact on Team Morale. They represent the real problems in a Call Center workforce. While (Average) & (Below Average) Agents may seem fully qualified at the Interview Stage – they’re a Poor Job Fit – the cost of hiring them is enormous – with little value add to an organization.
SPAS Call Center Agent Pre-Employment Screening Software is easy-to-deploy, very cost-effective & highly-predictive of an individual's suitability for a particular Call Center job. SPAS Screening Software is a Proven Technology that meets and exceeds all Government Employment Standards Requirements as a Hiring Tool in the USA/Canada/UK/Australia/New Zealand/South Africa and everywhere else in the world where the ‘Language of Work’ is English.
With SPAS Screening Software as part of your Hiring Process you will be able to select new Call Center Agents who will fit your specific employment needs better and stay on the job longer - leading to an Agent Workgroup that has more experience & is more productive.
SPAS Software is sold on an Unlimited Usage License basis - there are No 'per Test' Fees - 'Annual Renewal' Fees or any other User Fees. Technical Support for the SPAS Software is free & unlimited as well.
You can find out about a Free Trial of SPAS Call Center Agent Pre-Employment Screening Software at: http://www.telesoftsystems.ca/64201.html