Improve the Quality of Hires
Call Center Representatives
are the key to success in a Call Center. Therefore, investing money and
time in training poorly qualified representatives can result in significant
losses to an organization.
Banks and Deanís Integrated
Hiring solution offers predictive
intelligence that will improve the quality of your hires. We understand
that each step of the hiring process is important for identifying a top
performing representative. Therefore our screening and selection components
are designed to be measurable and position-specific.
Banks and Dean stresses that the hiring experience
should be pleasant and gratifying for both the candidate and the recruiter.
Our solutions were conceived based on these principles.
In a study completed for a financial services organization
it was identified that on average, Customer Service Representatives with
selection scores that fell below the recommended hiring ranges, specified
by Banks and Deanís failed to perform adequately and were terminated involuntarily.
Conversely Customer Service Representatives who scored high in the Banks
and Dean recommended hiring range handled 24% more calls per hour than
those who scored low. These findings resulted in measurably lower costs
per call, higher quality calls, and an overall decrease in the Call Centerís