Selection Coach is a unique application
of Communication Coach®, Success Sciences' powerful simulation
training tool.
Reducing
Employee Turnover
Turnover in the call center business is
an expensive proposition. The cost of replacing a single call
representative varies across industries, and can range from $5,000
-12,000. Annual turnover statistics are typically 33%, and often much
higher for outbound call centers.
- Selection Coach is a computer-based
tool that reduces expensive turnover and powerfully supports the
new hire selection process. It effectively addresses a major cause
of turnover - a poor person/job match.
- Selection Coach provides job
applicants a realistic preview of the types of calls that they
will be handling in the new job. It serves as a self-screening
tool that enables candidates to select themselves out of the
hiring process when they recognize that they may not be interested
in, suited for, or capable of performing the job.
- Selection Coach can also generate
recorded examples of how applicants perform on the phone,
replacing the need to conduct time consuming role-plays with
applicants to see how they sound.
What's Included in Selection Coach?
The program is composed of a minimum of
5 simulated
calls that provide a balanced view of the types of calls a
Representative handles. The calls are custom built to reflect the
character and diversity of your customer conversations, including
calls that:
- occur frequently.
- are particularly satisfying to
perform well.
- are challenging and/or stressful.
Applicants can simply listen to
examples of calls, to preview what the job is like, or they can
actually role-play the call, using the provided scripts. These
role-plays can be recorded and evaluated to determine how the
applicant tends to sound on the phone.
Job Previewing
The Job Previewing capability of
Selection Coach helps quickly screen out people who realize that they
aren't a good fit for call center work. An effective job previewing
capability alone has been shown to lead to a substantial reduction in
turnover. Using Selection Coach as a job preview tool can often pay
for itself in avoiding just one inappropriate new hire. For more
information on Job Previewing please email us at info@success-sciences.com
Skill Assessment
Many organizations perform a role-play
with an applicant during an on-site interviewing process. This often
represents a time and scheduling inconvenience for an interviewer or
line manager. Selection Coach provides an automated means of
collecting this type of role-play information. A candidate listens to
an example of a call, then records themselves role-playing the call.
The interviewer can then evaluate the recording at a later time that
is convenient
Typing Assessment
Research has shown that typing ability
can differ significantly depending on whether someone receives visual
or verbal prompts. The "Type and Talk" feature in Selection
Coach tests the applicant's ability to type information into a screen
based on verbal conversation prompts. The software produces both a
speed and accuracy rating. You can determine what you want your speed
and accuracy hiring standard to be.
