A close look at competency based assessments for successful recruitment of CSRs

Technical abilities should not be checked, rather that this in itself is inadequate to ensure success.

In fact it’s very important to study the delegates’ CVs, to check their qualifications and relevant experience, to ask questions of clarification and to investigate any gaps in their employment history.

The Assessment Center process is carried out in addition to this.
Traditional selection techniques tend to be based around interviews where questions are asked in relation to CV / resume information and where “fit” with organizational culture is assessed – normally in a subjective fashion. Many interview questions are hypothetical, taking the form of “What would you do if”. On the other hand, the CBA system is highly objective and specific. Read the full story…

About callcenterreporting

NexxPhase offer Inbound/Outbound contact call center services, software call center, customer care services and Technology application services, customer contact management solutions.

Posted on June 28, 2012, in customer service and tagged , , , , , , , , , , . Bookmark the permalink. Leave a comment.

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