Through many years of hiring Customer Service staff, I've
found that competency based assessment is by far the most
effective and accurate way.
That is not to say that technical abilities should not be checked, rather that this in itself is insufficient to ensure success.
Indeed it's very important to study the delegates' CVs, to check their relevant experience and qualifications, to ask questions of clarification and to probe any gaps in their employment history.
The Assessment Center process is carried out in addition to this.
Competency Based Assessment Centers (CBAs) are a highly accurate way of performing an assessment of someone's suitability for a role and focus largely on behavioral traits rather than on technical abilities. CBAs normally comprise a blend of Role Plays and a competency based interview (CBI). Studies have concluded that competency based assessment methods are around 5 times more accurate at choosing the right employees than traditional interview based formats.
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Short and simple but very useful. Customer Service Job Duties
ReplyDeleteYou should always check if the answering service company that you will hire has skillful and knowledgeable employees. They must be flexible and can adapt to different situations. It is important that they can attend to the customer’s needs without getting nervous or making a mistake.
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