Simulations are widely used in education, training, and recruiting today. By immersing the user in a virtual environment that recreates activities in a life-like manner, simulations provide an immersive, interactive experience in which the user learns by doing. In addition to providing hands-on learning, simulations provide an extraordinary view of how a job candidate will perform if hired.
Developed in the 1930s, simulation training is used by some 70% of businesses across the world. The 2018 Call Center Industry Report reveals critical paths for enterprises to improve quality, adapt call volume fluctuations, and control costs with call center test simulations. Among them:
Better sourcing delivers better quality talent.
And a study in Training and Development Journal stated, “people retain about 25% of what they hear, 45% of what they see and hear, and 70% of what they see, hear, and do.” It’s an up-and-coming assessment area with a significant potential for the recruiting process.
Simulations are particularly effective as a recruiting tool for call center staff, because they provide objective data on how potential candidates will respond to real-life calls. With live chat and instant messaging part of the rapidly expanding ways your customers can interact with your staff, current and up-to-date simulation training is becoming a critical part of staff screening and training with a big impact on customer service quality.
Call center skills tests allow you to see how candidates or employees react to difficult situations, whether handling complaints from angry or difficult customers in inbound calls or exploring marketing or training possibilities in outbound calls. They allow you to test skills from simple data entry to more complex scenarios that assess attention to detail and patience in handling difficult customers.
They help you achieve the following goals:
Are you interested in learning more about pre-employment assessments in the call center industry?
This e-book will provide an overview of the best practices for staying on top of recruiting trends for hiring and retaining the best talent for your healthcare company.View Now