A close look at competency based assessments for successful recruitment of CSRs
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…
Posted on June 28, 2012, in customer service and tagged Active Listening, Competency Based Assessment Centers, Creativity, CSRs, Decisiveness, Detail Handling, Judgment, Planning & Organizing, Sensitivity, successful recruitment of CSRs, Tenacity Adaptability. Bookmark the permalink. Leave a comment.