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CUTTING EDGE TECHNOLOGY AND CABLE CONCERN NEEDS IMMEDIATE SOLUTION
The Challenge
COX COMMUNICATIONS, the nation's fifth largest cable television company, has a long history of entrepreneurial spirit and a strong tradition of embracing new technologies while developing revolutionary products and services. Its success is largely due to Cox's 20,000 employees — widely regarded as among the best in the telecommunications industry. The company has earned extensive recognition as the leader in customer service, capturing Cablevision Magazine's Operator of the Year award twice in five years, and nine "Customer is Key" awards.
Cox's rapid growth in the late 1990s and early 2000s presented the need for an increased number of employees. The company took the opportunity to review its hiring practices and ensure that they suitably reflected its professional culture, which encourages the selection of a workforce with the diverse talents and multi-task capabilities necessary to mesh with its corporate vision.
To meet these growing demands, Cox launched an extensive initiative to establish a comprehensive and standardized hiring process for its Call Service and Field Service employees. The company sought out multiple tests administration models with a focus on a simple deployment structure that could be used during call center transitions. The Human Resources team preferred to create models that could be transitioned to computer-based testing once call center construction at various locations was completed.
The Incredible Results
Established Validity — Test validity was extremely important to Cox, so PSI and French and Associates, an independent consultant, established validity and legal defensibility for Cox. By utilizing PSI's Transportability procedure, Cox was easily able to document the validity of their selection system.
High Volume Solution — One location decided against the PC-based platform because their testing volume was too large to use a computer platform. They opted for an optically scannable version of the tests. The solution fit right in. By using the paper-and-pencil Basic Skills Tests and an OMR scanner, they were able to utilize PSI's PSIscan Scanning and Scoring Software without missing a beat.
Set Passing Standard — Cox worked with French and PSI to set a standard that would maximize the effectiveness of the assessment program. In setting the standard, PSI analyzed normative data to ensure the passing standard was fair and accomplished the hiring goals stated by Cox.
Set Up a Record-Keeping Program — Cox and PSI established a record-keeping program to simplify the process so that Cox would be able to track scores and monitor the effectiveness of the selection program.
The resulting selection system allowed Cox Communications to fulfill its commitment to maintain a team of professionals that is as diverse and talented as the customers they serve.
