Case Studies

Assessing Candidates for Call Center Customer Service Roles

Modern Hire
call center hiring

 


Client

This client is an American company that provides residential and business electronic security services throughout the United States and Canada. With over 18,000 employees, this company is customer-focused and values collaboration and accountability while providing safety and security to thousands of Americans.

 

Problem

With a firm belief that you achieve and maintain a competitive advantage by hiring the best talent, the company turned to Modern Hire to help assess candidates for its call center roles. In addition to evaluating the candidate’s fit, the company also wanted to try and predict retention and ensure its efforts were having a positive impact on the organization.

 

Solution

Modern Hire designed a Virtual Job Tryout® that would not only help assess a candidate’s fit for the call center role, but also give candidates a feel for what the job entailed. A realistic job preview described the challenges and opportunities associated with the role. Candidates engaged in a series of exercises that measured their situational judgment and ability to mutitask. They also were asked to provide information about their work history and work preferences.

 

Results

Those with higher scores on the Virtual Job Tryout consistently received better performance ratings from their supervisors.

  • Those who scored in the top 30% on the VJT were 3 times more likely to have an overall performance metric of 4 or higher than those who scored in the bottom 30%.
  • Those who scored in the top 30% on the VJT were 2 times more likely to be rated as above average on customer service than those who scored in the bottom 30%. Those who scored in the top 30% on the VJT were 2 times more likely to be rated as above average on working efficiently than those who scored in the bottom 30%.