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

Hiring Top Talent: A High G.P.A. Doesn't Guarantee Employee ... - FurstPerson - ContactCenterWorld.com Blog

Hiring Top Talent: A High G.P.A. Doesn't Guarantee Employee ...

Not too long a ago, Google recruiter Laszlo Bock revealed in an interview with the New York Times that his team rarely looks at G.P.A. scores during the frontline hiring process.

Bock bluntly noted, "G.P.A.’s are worthless criteria for hiring."

This is a bold statement, considering more than 50 percent of top employers automatically eliminate job applicants with a G.P.A. lower than 3.0.However, research shows there is little evidence that G.P.A. is directly linked to a company's quality of hire. And with Google's great recruiting success, it would be remiss not to take a closer look at this declaration. 

During his interview, Bock went on to point out, "Academic environments are artificial environments. People who succeed there are sort of finely trained, they’re conditioned to succeed in that environment."

Perhaps Bock knows something these other employers have missed. In many ways, relying on G.P.A. is a stumbling block that stands in the way of hiring top talent. 

G.P.A. and the Talent Acquisition Process

Having an accurate understanding of the skills, expertise, and qualities of your candidates is critical when it comes to making workforce decisions. Yet despite its vital importance, many organizations fall short when it comes to harnessing predictive hiring tools to drive their hiring strategies, opting instead for less accurate methods of judging candidates like interviews, resumes, and grades.

Trudy Steinfeld, New York University’s director of Wasserman Center for Career Development, implores organizations to broaden the criteria upon which they base their hiring decisions, and to look outside of a candidate's G.P.A. and resume.

Employers want to know who will be able to hit the ground running, and according to Steinfeld, “[Businesses] assume a high G.P.A. will make someone successful. But being a successful employee requires social and communication skills." Steinfeld adds, "Nobody even cares about G.P.A. after a few years.”

Additionally, one study suggests G.P.A. is a greater indicator of self-discipline and effort than it is intellect. The study revealed the correlation between G.P.A. and self-discipline to be 67%, while the correlation between G.P.A. and intelligence was 32%.

As a static metric in talent acquisition process, G.P.A. cannot determine an applicant’s work ethic, fit with a job, and tendency to persevere in the face of various personal and social challenges.

Ernst & Young, a prominent UK accounting firm, learned this lesson the hard way. After evaluating more than 400 employees, they found no indication that strong academic success translated into a higher job performance.

There are several reasons why G.P.A. isn’t the best measure of a job candidate’s potential job success.

  • Varied Environments: There is an undeniable difference between a structured classroom setting and a work environment. A candidate’s success in school is not, in most cases, indicative of his or her success in a frontline role, as different skillsets are requred for these different settings. 

  • Differing Standards: Another major problem is that not all G.P.A.'s represent the same high standard. For example, a 3.6 G.P.A. from a college that maintains an average G.P.A. of 3.0 would not be equivalent to a 3.6 G.P.A. from a university with a 3.7 G.P.A. average. Unfortunately, most employers don't take these factors into consideration when taking a candidate’s G.P.A. into account.

  • KPI Alignment: Many of the skills critical for academic success – such as memorization and note-taking – are not as important in the workplace as they are in the classroom. Intangibles like team-building skills, problem-solving skills, or leadership capability cannot be easily quantified by a G.P.A. or resume.

  • Negative Attributes: While attributes like perfectionism often lead to a high overall G.P.A., these same qualities can undermine an applicant's success in certain roles that entail large workloads, high amounts of pressure, and speedy service. 

Companies want individuals who mirror skills important to their work, achieve results and stay for an extended period of time. However, a resume, interview, and grade point average are not enough to determine whether or not your candidate is the right person for the job. To do this, you must measure the skills that coincide with those required for success in the role. 

Identifying KPIs in Talent Selection Process

Identifying the desired traits and actions of candidates is essential in developing and deriving key performance indicators. It's not the grades of a candidate organizations should be focus on, but their skills, motivations, and abilities.

KPI's focus on specific outcomes of a job that are important to the company as a whole, like sales, average handle time, customer satisfaction and productivity. Performance metrics are most useful when they are tailored to your specific company's mission.

At a minimum, KPIs should be quantifiable and reflect the company’s overarching goals. A contact center, for instance, might consider an employee’s quality of service, first-call resolution, and average handle time in its evaluation.

Organizations with the greatest ability to build an effective workforce are those that measure the underlying qualities of top performers to determine what leads to success in any given role, then use validated pre-hire assessments to pinpoint those competencies in their candidates. These tests provide an accurate and efficient way to identify many vital traits before even meeting the candidates.

When you build a talent selection process using predictive hiring tools, you don’t need to factor in a candidate’s G.P.A. as a measurement for specific characteristics like leadership, learning ability, and multi-tasking – let the data from your assessments do that for you. 

This way, you can help to eliminate candidates that wouldn't be a good "fit" for your company, or those that do not have the skills required to flourish within your specific work environment. 

Companies can forecast the impact employees have on their future and more easily adapt to changes in the labor market by making quality of hire evaluations a rule, not exception. Learn more by downloading your free copy of Developing a Quality of Hire Report Card for A+ Results.

And don't forget to subscribe to our blog for weekly hiring insights!

Source: http://www.furstperson.com/blog/when-hiring-top-talent-a-high-gpa-doesnt-guarantee-employee-success

Publish Date: June 1, 2016 5:00 AM


2020 Buyers Guide Computer Telephony Integration

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398

4.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511

5.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
 



View more from FurstPerson

Recent Blog Posts:
Transforming Cultures of Call Center Attrition - Part 3February 6, 2018 5:00 AM
Transforming Cultures of Call Center Attrition - Part 2January 31, 2018 5:00 AM
Transforming Cultures of Call Center Attrition - Part 1January 29, 2018 5:00 AM
Where Can You Find the Best Contact Center Agents?October 25, 2016 5:00 AM
Upgrading Your Talent with a Quality of Hire ScorecardSeptember 21, 2016 5:00 AM
Improving Customer Satisfaction: 5 Drivers to Set Your Compa...August 31, 2016 5:00 AM
With Calls Getting Tougher, Call Center Simulations Help You...August 29, 2016 5:00 AM
5 Reasons Your New Hires Are FailingAugust 26, 2016 5:00 AM
5 Customer Service Interview Questions Every Manager Should ...August 17, 2016 5:00 AM
Avoid These 6 Harmful Hiring Mistakes with Talent Assessment...August 15, 2016 5:00 AM
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
 10132 
Share

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