Resources
Case Studies
CALL CENTERS USE PRE-EMPLOYMENT TESTING TO IMPROVE OPERATIONS
Because your business depends on people...depend upon PSI to help you pick the top performers out of the crowd.
Case Study Highlights
PSI Customer Service Tests provide a fast, easy solution to your staffing needs. If you need to hire top CSRs in a hurry, PSI can provide a valid, cost-effective solution. PSI's easy-to-use tests can be administered anywhere. From job fairs to office waiting rooms, these job-related tests are ready to go when you are. Simple and easy to score with templates or scanners, these tests will give you the information you need - when you need it.
Start-ups
Using Pre-employment Testing to Hit the Ground Running
When American Express needed to hire staff for their new call center, they chose PSI to help them identify the best applicants in the labor market. Without delay, American Express needed qualified employees in training. Using PSI selection tests, they were able to meet their deadline and hire the pioneering employees needed to make the call center a success.
Over 1,000 applicants were screened for the positions available. Those hired were tracked and evaluated on their performance in training and on the job. PSI selection test were found to be valid predictors of performance in initial training and subsequent job performance in call center positions at American Express. Superior customer service starts with hiring the right person for the job. American Express was able to hire the right people with PSI's Customer Service Tests.
Staff Build-up/Seasonal Hiring
Pre-employment Testing Enables Company to Hire Seasonal Staff Without Lowering Standards
Call center operations must expand quickly to accommodate seasonal hiring, new services, peak volume periods, or mergers and acquisitions.
Citibank needed to staff four job classifications in a short period of time. When faced with this challenge, Citibank turned to PSI to provide valid testing procedures that could be implemented immediately. We provided a battery of tests that were fast, face-valid, cost effective, and strong predictors of training success and on the job performance.
PSI Consultants conducted a transportability study and recommended a passing standard that would maximize workforce quality without undercutting the recruitment objectives. The program was so successful that Citibank has implemented the new testing procedure in all of their U.S. call centers.
Consistent Performance Across All Call Center Operations
Pre-employment Testing and a Standardized Process Achieves the Goal: A Global Perspective
Your CSRs are the Faces and Voices of your business. Across the nation and around the world, a consistent level of service is expected by your customers. Many times, the level of service is what defines you as the market leader.
With this understanding,PSI helped to define the competencies and performance issues of the greatest importance to international call centers. The competencies identified formed the basis for establishing selection criteria that would ensure that customers around the world would receive a consistently high service level as their calls were switched to call centers spanning the globe. As the sun sets in the United States, a multinational organization could rest assured that calls handled in Belgium, Dublin, or Australia maintained a consistent standard of excellence.
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