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An HR director who is looking at testing tools for the first time needs to be very clear about the difference between screening and selection. If you are looking at screening tools and skill set tools you need to ask yourself if you are willing to train on these skill sets. Why are you screening people out if they don’t have it? This way you will limit your pool of good candidates.
If you are into selection, now the issue is who is the best of the best from the selected candidates? Tools have to be call center specific. They have to be truly predictive of call center performance. Human resource also needs to know if they have an assessment that will help predict performance in inbound service, versus cross selling, versus outbound. -Kathy Dean, Principal, Banks & Dean
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