NASA validates IT security readiness with objective skills metrics

Challenges:
In NASA’s sensitive information environment, IT security plays a large role in the daily operations of its more than 3,000 systems administrators. Consequently, it is essential for NASA to measure and validate these…

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EMBARQ drives productivity with assessment science

In the telecom industry, where balancing customer service issues with sales and staff churn are constant challenges, cutting employee turnover by half while increasing consumer sales and efficiency is an amazing…

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Global credit card issuer sees $1 million increase in sales for every 100 PreVisor-hired agents

Challenges:
A leading global credit card company was investing too much money and time training newly-hired call center agents who where only staying with the job for less than 90 days. Further, the call center associate selection…

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Service Center Managers spend less time but hire better employees

Challenges:
Blue Cross Blue Shield of North Carolina (BCBSNC) is an independent health insurer that employs thousands of service center agents to support its more than three million members. With many demands on their time, the service…

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Leading wireless carrier improves productivity and delays expansion costs

Challenges:

Imagine the challenge of processing 100,000 job applicants annually to find the top few to best represent your company in interactions with approximately 16.3 million customers. That is the challenge that faces one of the leading U.S. wireless communications providers.

Solution:

The carrier turned to the PreVisor staff of Organizational Psychology experts to conduct a detailed job analysis using one-on-one observations, focus group discussions, and call center personnel to determine the knowledge, skills, abilities and other characteristics of a successful call center agent.

The resulting PreVisor Selection System evaluated characteristics such as resilience, friendliness, focus, sustained energy, and high tolerance for repetitive problems. PreVisor designed a battery of tests and an interactive simulated collections scenario assessment built to the carrier’s needs. The self-explanatory test requires no supervision. In fact, if an applicant requires assistance with the test, the struggle becomes an indicator in and of itself.

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