Assessment Tools

[Dan Reynolds]

I am trying to get some feedback on Assessment Tools for staffing and hiring Call Center agents. I am currently evaluating E-Predix. I am interested in any feedback you might have on this product or any other tools that you would encourage us to look at. We have over 300 seats and are currently Inbound, Outbound, Internet and focus on both Sales and Customer Service. Thanks

[RGiacomarra]

In response to Dan's request. My name is Rhonda Giacomarra and I am a sales associate with LIMRA International. I specialize in screening and assessment tools, designed and validated to help identify the best candidates for inbound and outbound call center positions. Please feel free to review our website at www.contactcenter.limra.com and/or contact me directly at rgiacomarra@limra.com.

[DrThomas]

Hi Dan,
Myself and some other industrial/organizational (i.e., corporate) psychologists who specialize in employee selection, are in the process of identifying which test dimensions are predictive of agent performance. The basis for this research is that many of the existing tests measure different sets of traits and behaviors. In January and February we will administering tests in call centers, collecting agent job performance measures, and statistically evaluating which tests predict job performance. If you are interested in participating, I can provide you with more information. The benefits to your company would be that you would know which tests predict your specific performance measures and the tests will be validated/legally defensible. I can be reached at lthomas@qwest.net.

[Adorno]

Dan,

Consider evaluating the Call Center Fit Index, and it's web-based platform called the CCFIweb System. It is designed to reduce voluntary employee turnover through job-fit analysis, with test versions customized for Inbound and Outbound call center positions.

It is designed to complement rather than replace more skill-driven assessments such as Call Center Simulation by ETC. You can find more information about the system in the Products, News, and Downloads areas at www.degarmogroup.com . I've included below our lastest news release summarizing an article that appeared on the system in Call Center Magazine.

Feel free to contact me at (309) 828-4344 or via e-mail at Adorno@degarmogroup.com with any questions.

Thanks,
Anthony Adorno
Vice President

"CCFIweb System Helps Reduce Turnover by 57% at Royal Caribbean"

Bloomington, IL - The DeGarmo Group's CCFIweb System was featured in the December issue of Call Center Magazine as part of a staffing and retention case study on Royal Caribbean Cruise Lines. The CCFIweb System is a preemployment test designed to reduce voluntary employee turnover in call centers through person-job "fit" profiling.

The case study article, written by Joe Fleischer, Chief Technical Editor for Call Center Magazine and co-author of the book "The Complete Guide to Customer Support", details the strategies that Royal Caribbean used to reduce turnover rates.

According to the article, while Royal Caribbean was growing quickly, turnover was "high enough to prompt [Royal Caribbean] to change how the center hires and trains staff." Margo Watkins, a regional human resources consultant for Royal Caribbean, stated that one reason for the excessive turnover rates was the difficulty in evaluating applicants. The DeGarmo Group's CCFIweb system provides critical information regarding applicants' likelihood to remain on the job through the use of "Turnover Risk" ratings. Prior to implementing changes in the hiring process, "we weren't getting enough information" said Watkins.

With the addition of the CCFIweb system, Royal Caribbean now receives information regarding applicants' tolerance for "Working Under Pressure", "Problem Solving", "Coping with Criticism" and traits such as "Emotionality", "Conscientiousness", and "Ambition" among others. "Currently, Royal Caribbean receives scores for 16 different dimensions of job fit for each applicant looking for a call center position using the CCFIweb System" stated Anthony Adorno, Vice President of The DeGarmo Group. "The additional information enables them to better evaluate applicants, and make good decisions regarding their likelihood to remain employed" said Adorno.

When the initiative to reduce turnover began, Royal Caribbean employed approximately 350 agents in their Wichita center, and operated with an annual turnover rate close to 64 percent. It expanded its call center operation to 525 agents this fall. Fortunately, while their staff level has increased, there has been a noticeable decrease in turnover rates. Fleischer reported that by judging recent turnover rates, "the new hiring and training practices are working." In fact, over an eight month period of time, annual turnover has been reduced by approximately 57 percent. January's rate of 5.3% was reduced to only 2.3% by August.

John Binning, President of The DeGarmo Group, stated that "...we are happy to learn of Royal Caribbean's success in reducing turnover. The reduction is a testament to Margo Watkins and the staff of Royal Caribbean who researched their alternatives and worked hard to realize their vision." Adorno went on to state "...while we know the CCFIweb System contributed meaningfully to Royal Caribbean's success in reducing turnover, we also know it was only one part of a more comprehensive system to attack the problem."

[JPalkowski]

Take a look at Call Center Simulation from Employment Technologies Corporation. It is fairly simple to use and not cost prohibitive.

My company is currently evaluating this tool for use with our Human Resources group.

Their web address is: www.etc-easy.com