Mission Federal Credit Union: Use eSkill and Talent Bullseye for Recruiting and Evaluating Telephone Consultants
Mission Federal Credit Union operates as a federally chartered credit union. The company offers checking and savings, money market, and retirement accounts; online and mobile banking and others.
The Challenge
Mission Federal Credit Union wanted to predict the tenure and the performance of the best employees and identify candidates that can perform once they are on the job.
The Solution
They decided to use eSkill assessments to measure and predict employee performance. They created a skills test named Telephone Consultant that had 25 questions from subjects like Inbound Call Center Simulations, Customer Service, and Bank Teller. They also create a behavioral assessment, which was centered on the critical behaviors deemed important for performing the job successfully.
The Implementation
The Results
All test subjects scored at least a 70% on the Telephone Consultant Test. During the time period that Mission Federal Credit Union captured data, only one person (4%) moved on from the company due to performance related reasons. The results support the notion that people who score well can jump into the role without additional training.
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