Business cases - testimonials
Industry: Finance
Location: UK
Description:
An international organization active in the finance industry had, in the past, experienced considerable costs and retention issues in the staffing of their contact centre.
The contact centre employs over 300 staff in various areas of expertise.
Scope:
- To better manage the selection of the required recruitment volumes
- To increase the degree of consistency and accuracy in hiring
- Reduce the costs of the internal recruitment department
- Increase retention of the right staff members
Solution:
Based on our analysis of the described issues, we decided to develop a psychometrics model that could be used as a selection tool identifying the key success criteria required to be successful in the role.
Project description:
Through extensive analysis, comprised out of an on the job observation, in depth analysis of available performance reviews and capability assessments, we identified and qualified the key success criteria. They were grouped into workable clusters of capabilities and behavior.
We then developed a capability based assessment instrument based on our Alpha Selector technology, that would allow us to measure for these criteria and their probability for success when selecting new employees.
The customized tool was field tested through the use of blind test working with non disclosed verification audiences.
A fully customized and stand alone application with the ability to measure online any number of applicants, including the ability to work with external recruitment partners, was thereafter developed.
