Contact Center Recruitment

Call/Contact Center

A call center rep may be a customer’s only contact with your company. It’s more critical than ever to hire employees with effective communication, problem-solving, and computer skills, who are also responsive, patient, and loyal. CEB’s award-winning, full-service Contact Center Suite enables you to hire employees who can delight your customers during every engagement.

1

Challanges

Vodafone UK wanted to improve its screening process for recruiting high quality call center representatives within its UK contact centers.

2

Solution

Dependability and Safety Instrument (DSI)

 

Description:

The DSI is a short pre-screening tool for many key entry-level roles. It is designed to identify potential employees who will have good dependability and reliability, and who are less likely to engage in counter-productive work behaviors.

 

Job Levels:

Entry-Level

 

Assesment Languages:

Chinese Simplified, Chinese Traditional, Danish, Dutch, English (USA), English International, Finnish, French, German, Greek, Icelandic, Italian, Latin American Spanish, Norwegian, Polish, Portuguese (Brazil), Russian, Swedish

 

Assesment Length:

Approximate Completion Time in minutes = 10

3

Key benefit results

Using DSI , the company found that high scoring participants were three times more likely to be client focused; over ten times more likely to comply with company policies and procedures; and four times more likely to cope with pressure and be reliable.

“The test helps us to make a more informed decision about how an individual may work in a customer centric environment, and whether they are a good match.”

Gill Burgess, Vodafone

Source: CEB Global

Dependability & Safety Instrument (DSI)

Unwarranted absenteeism is not only costly in terms of lost productivity, it also impacts customer satisfaction. Work-related accidents can also lead to prolonged absence, and high litigation costs.

Our DSI assessment helps you screen large numbers of candidates quickly and effectively to:

  • Reduce accidents at work
  • Boost productivity and customer satisfaction through more dependable staff
  • Reduce days lost due to absenteeism
  • Easy for line managers to administer, score and interpret
  • Each candidate is given a score that indicates whether he or she is likely to be safe, reliable and productive at work
  • 3
    x to
    4
    x
    more likely to be seen by managers as safe employees
  • 22
    %
    higher in overall performance (rated by managers)
1

Easy & fast

DSI is easy for line managers to administer, score and interpret. The online questionnaire takes just five minutes to complete and each candidate is given a score that indicates whether he or she is likely to be a safe, reliable and productive employee.

2

Proven outcomes

Proven Outcomes People who score highly on DSI are, on average: – Three to four times more likely to be seen by managers as safe employees – Rated by managers as 22% higher in overall performance

3

Clear view

The lowest scorers are twice as likely to be seen by managers as representing a performance management problem.

Your perfect candidate is out there.

Let’s meet them!