Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

6 Common Misconceptions About Pre-Hire Assessments - FurstPerson - ContactCenterWorld.com Blog

6 Common Misconceptions About Pre-Hire Assessments

Implementing a new pre-hire assessment procedure is not always an easy sell. 

You may encounter candidates who wow a hiring manager but fail an assessment (or who interview poorly after passing an assessment), causing your organization’s leadership to assume gut instinct is just as good an indicator of success. You know the data shows that assessments are more predictive than intuition – but how do you overcome the misconceptions?

Combatting 6 Common Misconceptions about Pre-Hire Assessments

Resistance from leadership or other stakeholders usually stems from a lack of clarity regarding the purpose and expected outcomes of hiring assessments. When it comes to these types of tools, you are likely to encounter some pervasive myths, including:

  1. Assessments will completely eliminate attrition in your organization
  2. Every candidate who passes will be successful in the role
  3. Assessments will significantly shorten the hiring process
  4. Assessments will significantly lengthen the hiring process
  5. An assessment is the only tool needed to determine how well a candidate will fit within an organization
  6. Candidates won’t want to participate in pre-hire assessments

While assessments are effective, they are just one of several data-driven tools that should be used when making a hiring decision. But how do you communicate to your stakeholders that they are a necessary and critical component of the hiring process? One way is by effectively explaining the expected outcomes of the new talent acquisition software. 

What to Expect from Hiring Assessment Tools

Assessments consistently prove to be extremely beneficial for an organization, but no single talent assessment test can fix every problem. It is helpful to provide your stakeholders with relevant details about what pre-employment testing software can and cannot do – and why your business needs a complete and holistic assessment solution.

Here are some points you can clarify when you’re looking for buy-in from leadership and other stakeholders:

  • While talent assessment tools will not eradicate every poor hire, when calibrated correctly, assessments will decrease total attrition over time. In one case, FurstPerson documented a 15.6% decrease in attrition for one organization’s contact center after year one, and a 32.2% after year two.

  • If your organization’s culture is stressful, your pay is lower than your competitors, or a poor management structure is in place, turnover may still be higher than desired, despite the implementation of validated assessment tools. In order to improve your culture, your assessment solution needs to be tailored to that particular outcome – and leadership needs to buy in.

  • Assessments will make the talent selection process more efficient, but it still takes time for applicants to complete the assessments. Expecting a drastically shortened (or lengthened) selection process may not be realistic. Every company is different, and your assessment solution should be designed to meet your candidate experience goals.

  • Although assessments help weed out poor candidates earlier, no assessment can tell you everything about a candidate. Other tools like behavioral interviews and resume review can absolutely be used in tandem with talent assessment tools.

  • Using pre-hire assessments has become a best practice in many industries, and relevant and engaging tools like multimedia simulations can actually enhance the hiring process for the applicant. This leaves a positive impression of your organization on the candidate and improves your brand value.

Dealing with change in the workplace is difficult, and it’s not unusual to experience some push-back when new additions to the hiring process are made. As with any organizational challenge, developing a communication plan can help leaders avoid complications and get the most from their pre-employment testing software.

With help from trusted partners like the talent experts at FurstPerson, you can implement a pre-hire assessment process that helps your organization thrive. Download your free copy of the whitepaper below to discover what questions you should be asking your vendors, or schedule a free consultation with one of our talent selection specialists.

Source: http://www.furstperson.com/blog/6-common-misconceptions-about-pre-hire-assessments

Publish Date: July 27, 2016


2020 Buyers Guide Training

 
1.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

2.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

3.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

4.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)
PH: 204-975-6468

5.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158
 



View more from FurstPerson

Recent Blog Posts:
Transforming Cultures of Call Center Attrition - Part 3February 6, 2018
Transforming Cultures of Call Center Attrition - Part 2January 31, 2018
Transforming Cultures of Call Center Attrition - Part 1January 29, 2018
Where Can You Find the Best Contact Center Agents?October 25, 2016
Upgrading Your Talent with a Quality of Hire ScorecardSeptember 21, 2016
Improving Customer Satisfaction: 5 Drivers to Set Your Compa...August 31, 2016
With Calls Getting Tougher, Call Center Simulations Help You...August 29, 2016
5 Reasons Your New Hires Are FailingAugust 26, 2016
5 Customer Service Interview Questions Every Manager Should ...August 17, 2016
Avoid These 6 Harmful Hiring Mistakes with Talent Assessment...August 15, 2016
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 11326 
Share
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =