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.
Challanges
Vodafone UK wanted to improve its screening process for recruiting high quality call center representatives within its UK contact centers.
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
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
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more likely to be seen by managers as safe employees3x to4x
-
higher in overall performance (rated by managers)22%
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.
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
Clear view
The lowest scorers are twice as likely to be seen by managers as representing a performance management problem.