Contact Center Hiring: Beware Imitation Simulations - FurstPerson - ContactCenterWorld.com Blog
In the words AMB Group CEO Steve Cannon, “Customer experience is the new marketing.”
In order to create a loyal and devoted customer following in a competitive market, your contact center agents must be capable of providing a stellar customer service experience. However, finding job applicants who can impress your customers requires more than just an interview and a walk through their resume. Multimedia simulation assessments ensure your contact center agents are the best at their job.
However, not all contact center simulation tools are created equal.
The Advantages of Contact Center Simulations
When done right, multimedia job simulations give you the best sense of what your candidates can do. Utilizing simulations as part of the hiring process provides some key strategic hiring advantages, including:
A High Rate of Accuracy
For hiring managers, predictive data gathered during the job simulation process allow managers to determine whether or not the candidate can:
- Handle the pace and pressure of the role
- Connect effectively with customers
- Upsell and cross-sell
- Handle multiple interactions simultaneously
- Find creative customer solutions aligned with organizational standards
Because multimedia job simulations replicate the functions of the position a person is applying for, scoring is even more likely to indicate actual job performance than statistical prediction.
Increased Candidate Engagement
Even top-performing candidates are likely to drop out of the hiring process if it is cumbersome and labor-intensive for them. Multimedia job simulations spark interest and are more interactive (and interesting) than standard assessments. Plus, if they don't have the stamina to finish a brief simulation of your job, then they're certainly not ready for the rigors of the real thing.
A Realistic Preview of the Job
Getting a feel for the position and what it requires is an excellent way for candidates to decide if it is a good fit for them. Candidates who do not feel comfortable with the job can self-select out of the process. After all, it’s better for your company if candidates discover they’re not a good fit during the selection process, rather than realizing it after 90 days on the job.
Beware Imitation Job Simulations
Finding high-potential applicants requires dependable talent selection tools, and when it comes to contact center simulations, it is essential to do your due diligence to ensure the test you're using correctly measures the competencies you're looking for in a candidate.
In Simulations for Personnel Selection, contributing authors Dr. Dawn Lambert and Dr. Brent Holland point out that not all simulation assessment solution providers are able to deliver contact center simulations reliable enough to pinpoint top-performing candidates. Essentially, some companies are creating assessments that resemble simulations but fail to include critical internal control mechanisms and specific scoring algorithms needed to allow companies to find the right frontline talent. Lambert and Holland call these "situimulations."
“The difference between these two types of assessments is that a [real] simulation re-creates an actual contact-center job, whereas [an imitation simulation] is primarily based on pop-up questions and vignettes.” Lambert and Holland write.
Unless a simulation provides reliable data, it is more or less useless as a predictive tool.
Lambert and Holland note that true multimedia job simulations allow candidates to showcase their skills in a fully realistic contact center setting, complete with diverse customer interactions, as monitoring software tracks the applicant’s performance.
Find the Right Hire with Proven Talent Selection Tools
Sometimes it can be difficult for HR professionals to discern the difference between a real simulation and an imitation simulation. Fortunately, there are highly effective ways to spot well-made assessments, including asking detailed questions and requesting technical documentation to understand exactly how the simulation works, what it measures, and its underlying psychometric methodologies.
When incorporated into the hiring process, frontline job simulations and assessments can provide higher revenue per call, lower average handle time, higher customer satisfaction scores, higher call quality, and higher first-chat resolution. You can learn more about multimedia job simulation assessments by downloading your copy of the whitepaper below, or by speaking with one of our talent selection specialists.
Publish Date: May 16, 2016 5:00 AM
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