Call Center Solutions
Staffing a call center with superior talent has been continually thwarted by extraordinarily high employee turnover rates and a very tight labor market.
The fundamental hiring strategy has been to review submitted resumes and conduct phone interviews with thousands of applicants - yet in many organizations, there are no validated 'success profiles' or benchmarks for hiring the right people for the target jobs.
The strategic importance of managing the customer relationship drives organizations to not only expect better employees, but shorter recruiting times, lower hiring costs, and higher returns on human capital investments.
Navient's industrial psychologists have extensive experience in call center hiring management and have developed an end-to-end Call Center hiring solution in partnerships with Fortune 1000 companies. The resulting solution can be easily transported to any size call center or customer service organization.
Navient's Integrated End to End Automated Solution Includes:
- "Smart" Online Application
- Powerful early stage "Culture Fit" Screening
- Keyboard Skills and Documentation Simulation
- Work Style Behavioral Assessment
- Structured Interview support and training
- Applicant Ranking and Tracking
- Complete Reporting Library
According to numerous research studies and the consulting firm Best Practices, LLC, "Top companies employ a multi-stage recruitment process to select candidates who are most likely to succeed as call center representatives."
The effectiveness of any hiring process depends on the quality of the screening and selection tools. Navient's HiringNavigator defines and executes a multi-hurdle approach to help employers increase the effectiveness of their hiring processes. This approach begins with defining the "Success Profile" of high performers and ends with structured behavioral-based in-person interviews, candidates ranking and tracking.
Navient assists call centers in quickly implementing an effective, high-impact recruiting and selection strategy together with an integrated online hiring management system. Full consulting support provided by experienced I/O psychologists is available.