Just because someone can answer a phone call doesn’t automatically mean they are suited to a call centre role. Just as someone who can drive a car isn’t necessarily able to service it, the same is true of the skillset required to be an effective and capable call centre agent.
The problem often is that when someone presents themselves for interview, it is not easy to assess their suitability other than to base it on their overall interview performance and a significant element of gut feel.
Employing anyone is an expensive and time-consuming activity but employing someone who cannot do the job is a costly mistake to make. The good news is that there is a way to minimise the risk.
Simucall is a very easy to use, proven online system to minimise the risk of employing someone who is unlikely to be able to perform well in a call centre environment.
Simucall, as a product, was originally developed in 2006 specifically to solve a recruitment issue within a Fire service where they were hiring people who interviewed well but failed their probation or just never thrived in the role.
The assessment itself uses simulated calls in a variety of accents, plus a copy typing element, all of which can be customised in content and design to match your needs and branding. There are several pre-populated environments, including emergency services, utilities, telebanking, IT helpdesk, insurance claims, plus others. As it is web based, the applicant can take the assessment on any web connected equipment as long as it has sound and keyboard capability.This means they can take the test at a time to suit them, the results being used to determine whether the applicant progresses to interview stage.
The assessments have objective and automated marking, with a report detailing major errors available the instant they are completed. The charge itself is just £25 per assessment and is invoiced at the end of the month (unless you wish to purchase credits up front) which makes it such a low cost it can even be used for short term cover staff. Should an assessment be unused or abandoned, there is no charge.
One of the key drivers of the system is to save recruiters time by using an intuitive and easy to understand dashboard that requires no training. Configuration options allow you to set up other users and define who is notified of completed or expired assessments. There is even a facility to mass upload applicants.
In the current environment there are two major challenges facing recruiting managers
- finding people who can actually do the job
- making it more likely they will choose you over your competition.
Simucall can help with both these challenges. The first, by identifying those unable to do the job (despite appearances) or by identifying those who haven’t done a call centre role before yet who possess the right skillset. The second, by speeding up the recruitment process and allowing it to fit around the applicant’s availability, enabling you to move much quicker and secure your applicants of choice.
If any company wants more info or to evaluate an assessment for free contact Ian Sutherland, Business Development Manager, on isutherland@simucall.com or call him on 07447 092800