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Computer Generated Solutions, Inc. (CGS) delivers business applications, enterprise learning, and outsourcing services to more than 3,500 customers throughout the world in a variety of industries such as healthcare, financial services, hospitality, technology and telecommunications, retail, and fashion. Some of CGS’s clients include IBM, Microsoft, Dell, MasterCard, Tommy Bahama, Aerosole, and McDonald’s.

PROBLEM

CGS is a global company with 7,500 employees worldwide Many of these employees work in its inbound call centers providing customer service and technical support. These employees are often the only contact customers have with CGS. To maintain customer service standards, CGS customer service professionals need to:

THE SOLUTION

CGS was using CEM Global for its employment testing needs but determined that its offerings did not fit their needs for this situation. After evaluating several providers, CGS decided eSkill was the best choice because it offered data-backed, customized testing, and extensive reporting solutions. The management and HR teams also appreciated how easy it was to use the eSkill’s platform and were impressed by the responsive customer service it received from eSkill.

IMPLEMENTATION

The first step was to determine what qualities were needed to succeed in the inbound call center job role. So, eSkill helped CGS develop an inbound call center test and administer it to a cross-section of employees who currently work as inbound call center agents. The test scores were compared with each employee’s performance evaluation score to determine the relationship between the two.

THE RESULTS

The test results showed eSkill and CGS that candidates who score 80% and above on the inbound call center assessment are most likely to score 4’s and 5’s on their performance evaluations—the top 80% of possible performance evaluation score outcomes. The following table shows the eSkill assessment score percentages (left), which predict the most likely performance evaluation score for employees (right). These results helped CGS understand how the score would correlate with the person’s performance and help the hiring team identify top candidates.

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