Call Center Networking Group

Hi Group,

Looking for a little assistance specific to pre-employment assessments for our customer service/contact center department. To provide a brief overview, our company is an auto insurance provider, with a large percentage of customers in the Hispanic/Latino community. As such, our call center positions require that candidates be both bilingual in Spanish/English as well as have auto insurance experience at either an agency or corporate level. As if that wasn’t tough enough on the sourcing side, once they are on-board we continue (like many others) to experience turnover as a result of attendance, punctuality and the dreaded no-call, no-show. Our wages are at or slightly in excess of the DFW market and our benefits package is robust.

We already have a structured recruiting process to include an HR pre-screen, in-person behaviorally based interview (call center manager and available supervisor) and a thorough background process to include drug screen, misdemeanor/felony check and employment/education validation prior to on-boarding. As such, I am looking for anyone that has had success with a pre-employment assessment that is quite strong and focused specifically on work ethic, cultural fit and long-term suitability for the structure of a contact center environment.

Most of what I have found “off the shelf’ is centered on soft skills and thankfully we haven’t had those challenges. I have staffed hourly non-exempt in the contact center world long enough to know that there isn’t a magic pill or potion, however always believe that it is helpful to reach out in the event that something new or innovative have surfaced. With this in mind, if anyone out there feels that there is an assessment available that might be of value to our organization, based on what I have shared, I would certainly welcome that insight and information.  

Thanks,

Robert Preston

Regional Recruiter

GAINSCO Auto Insurance

972-629-4487

robert.preston@gainsco.com

This entry was posted on Tuesday, August 5th, 2008 at 2:57 pm and is filed under Hiring. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.