One noticeable and significant impact of the current recession is that employees are now staying put. It looks like for the first time in a long while that the UK contact centre’s 24% average attrition rate may drop. Hurrah! Perhaps at first glance, but in reality it’s more likely those companies with greatly reduced churn will face even greater problems trying to survive the recession as a result. [click to continue…]
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“I would highly recommend the PeopleMaps service for tackling contact centre attrition. It’s simple to use, accurate and reduces the time, administration and cost of recruitment. It definitely gives you more of an insight into your applicants before even meeting them.”
A very insightful article in The Economist on Contact Centre Operations in a Down
Economy. Among the recommendations is; ‘Hiring and assessment tools, for example, are often overlooked—the on-boarding process is rarely automated. One way to reduce recurring training and recruitment costs, though, is to use software or services that ensure that you are hiring the right people for the job in the first place’, you bet ….click here to read the full report.
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With the advent of PeopleMaps accurate and low cost psychometric testing delivered instantly online, one of the most personality-centric industries, Contact Centres, is now adopting it to screen the hundreds of thousands of applicants it processes each year.
The latest innovations in personality ‘benchmarking’ also allows recruiters to know what they are looking for by way of personality ‘Type’ and low cost volume testing means that they can assess every candidate against this at the time of application. However, there is a potential pitfall. Get the initial benchmark wrong and you won’t solve the problem you’re trying to tackle but may aggravate or even create another. [click to continue…]
“We had been looking for a psychometric profiler for recruitment purposes. Most seemed to be orientated to the individual – PeopleMaps’ tests are more tailored to the corporate angle. It’s convenient and quick.”
“The power of psychometric profiling is already very well established but previously expensive to use on a large scale. Now using the internet as the delivery channel has dramatically reduced the cost and provides instant online delivery.”
“As well as drastically reducing the attrition rate in the centre I used the service to help me identify personality types for a wider range of jobs. If they were not suitable for one job they may have been better placed in another and I had the PeopleMaps benchmarks for each role so I could do this quickly and effectively. Basically I ended up using it across the whole organisation to great effect.”
PeopleMaps has many aspects in common with other well known profiling systems and also a number of important differences, most notable is the PeopleMaps questionnaire which overcomes many of the issues that traditional testing methods fail to address.
For example, MBTI comprises 94 questions in the G-self scorable questionnaire and over 100 in others; PeopleMaps questionnaire is designed exclusively for the internet and comprises ten questions. Kline (1993) states that even with as few as ten items the mean item correlation can be very high since the shorter a test the more useful it is. Tolerable reliability is especially possible if the items are measuring a common core.
At the date of writing 1.2 million people have completed the online version of the questionnaire which comprises 10 questions and the results have proven to be consistently accurate. The short questionnaire can improve accuracy as there is no time for boredom to affect the results.
A case study on Contact4′s use of PeopleMaps click here (pdf 512kb)
News release – 12 Nov 2008 – PeopleMaps to Launch New Low Cost Psychometric Profiling Test At Customer Contact Convention 2008 (pdf 159kb)
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