Hiring Assesment Tests

[abd1]

I manage a contact center with about 200 agents. If the past year we've added about 120 agents, so we've been growing pretty fast. One of biggest challenges has been new employee turnover. Basically, once one of our reps makes it to 6 months they're usually going to stick for a year or more. However, we've had a hard time distinguishing who's going to stick and who isn't. Some reps have interviewed great, had great resumes, started off great, but then completely collapse in week 6 or 7. Others we've been skeptical about during the interview or while in training, but they turn out to be great employees. It seems totally random. We've also used staffing agencies, and again, some classes have been great while others are complete bombs. We're now looking into creating a battery of assesment tests and I'm wondering if anyone has any experience and/or tips on what assesments or companies you've used to help get a better idea of what type of employee the candidate is going to turn into. We figure we'll run our top 10-20 reps through the assesment to get a baseline and then hopefully find candidates that meet that baseline. We are an inbound only center in the cellular industry handling sales and service calls and emails.