How to Assess A Candidate at Selection Stage

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When recruiting it can sometimes be daunting as to how to assess the skills that they say they have. This slideshow offers you how to solve this through various techniques that will help you in your selection process.

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How to Assess A Candidate at Selection Stage

  1. 1. Assessment for Volume and Management Candidates at Selection Stage Copyright @2013 Ramsey Hall Ltd. All rights reserved. Call +44 (0) 23 80236944 www.ramseyhall.com
  2. 2. Contact Centre Solution The OPG Contact Centre Solution Offers Proven Competency Measures: Working with Information Measures the ability to efficiently and effectively use numerical and analytical reasoning to gather information and solve real-world problems Customer Focus Measures the tendency to show enthusiasm when interacting with customers. This trait is characterized by: • • • • Apologising sincerely for inconveniences Being patient Tolerating rude customers calmly Searching for information or products for customers Copyright @2013 Ramsey Hall Ltd. All rights reserved. Call +44 (0) 23 80236944 www.ramseyhall.com
  3. 3. Contact Centre Solution The OPG Contact Centre Solution Offers Proven Competency Measures: Contact Centre Retention Measures a candidate’s: • • • • • Background Experiences Attitudes Judgments Opinions that are associated with increased job tenure in entry-level contact centre positions Navigation Measures a candidate’s interactions within a realistic contact centre environment by providing a workspace that simulates multiple applications running on a Windows desktop simultaneously Copyright @2013 Ramsey Hall Ltd. All rights reserved. Call +44 (0) 23 80236944 www.ramseyhall.com
  4. 4. Contact Centre Solution The OPG Contact Centre Solution Offers Proven Competency Measures: Service Orientation Measures a candidate’s tendency to focus on meeting customers’ needs in a simulated telephone call. It includes the tone and language used to respond to customers’ questions, apologizing when appropriate, and providing solutions that directly relate to customers’ requests ? Tactful Problem Solving Measures a candidate’s tendency to engage in problem solving with customers during simulated telephone calls. This includes acquiring necessary information from both customers and systems to understand the nature of the problem, working through ambiguity to determine the correct answer, and tactfully explaining the resolution of the situation to customers Copyright @2013 Ramsey Hall Ltd. All rights reserved. Call +44 (0) 23 80236944 www.ramseyhall.com
  5. 5. Contact Centre Solution The OPG Contact Centre Solution Offers Proven Competency Measures: Data Entry Speed Measures a candidate’s ability to listen to and record information received from customers quickly Data Entry Accuracy Measures a candidate’s ability to listen to and record information received from customers accurately Multi-tasking Measures a candidate’s preference for engaging in multiple tasks simultaneously, such as talking to customers on the phone while at the same time looking up information on a computer system Copyright @2013 Ramsey Hall Ltd. All rights reserved. Call +44 (0) 23 80236944 www.ramseyhall.com
  6. 6. Contact Centre Solution The OPG Contact Centre Solution Offers Proven Competency Measures: Achievement Orientation Measures the potential for success in entry-level and customer service jobs. This scale measures self esteem and developmental indicators of success in entry-level customer service jobs through questions regarding: • • • • Developmental influences Self-esteem Work history Work related values and attitudes Conscientiousness Measures the tendency to be aware of and follow company policies and procedures, including: • • • Working in an organized manner Returning from meals and breaks on time Working when colleagues are not working Copyright @2013 Ramsey Hall Ltd. All rights reserved. Call +44 (0) 23 80236944 www.ramseyhall.com
  7. 7. Dependability & Reliability Instrument (DSI) Identifying productive, safe and reliable employees • Forced choice online questionnaire • Takes 15 minutes to complete • Can be used as a pre interview screen • Suitable for employees up to team leader • Costs as little as £12 + VAT each with discounts for bulk orders on account Copyright @2013 Ramsey Hall Ltd. All rights reserved. Call +44 (0) 23 80236944 www.ramseyhall.com
  8. 8. Dependability & Reliability Instrument (DSI) What does the DSI measure? Absenteeism The world’s leading supplier of security services recognised the cost of absenteeism to their business, particularly in their driver and cash handler teams. Using DSI, they showed that those with a ‘below average’ DSI score were more than six times as likely to be absent without authorisation. Customer Service Screened against the competencies set out by Vodafone UK©, high scoring participants were three times more likely to be client focused; over ten times more likely to comply with company policies and procedures; and four times more likely to cope with pressure and be reliable. Health & Safety By using DSI as part of their recruitment process Qantas are able to have a more holistic approach to identifying those applicants for their apprentice aircraft maintenance engineer roles who are most likely to be reliable. Copyright @2013 Ramsey Hall Ltd. All rights reserved. Call +44 (0) 23 80236944 www.ramseyhall.com
  9. 9. Customer Contact Styles Questionnaire (CCSQ) Reduce Staff Turnover and Increase Performance • The CCSQ is a powerful, complementary tool to ability testing and a structured interview • The CCSQ is ideal for recruitment in call centres, retail, sales and customer service • Takes just 30 minutes to complete online • Cost varies between £50 - £90 + VAT per test before any discount Copyright @2013 Ramsey Hall Ltd. All rights reserved. Call +44 (0) 23 80236944 www.ramseyhall.com
  10. 10. Verify Ability Tests Reduce Staff Turnover and Increase Performance Assess capabilities such as: 1. Verbal reasoning 2. Numerical reasoning 3. Checking 4. Inductive Reasoning (problem solving) Copyright @2013 Ramsey Hall Ltd. All rights reserved. Call +44 (0) 23 80236944 www.ramseyhall.com
  11. 11. Simulation Exercises Reduce Staff Turnover and Increase Performance • A range of exercises which assess capabilities in delivering services, work performance, supervision etc • Uses an online business simulation format • Complimented by the well respected scenarios tests for supervisors and management • Costs vary between £30 - £90 + VAT before discounts Copyright @2013 Ramsey Hall Ltd. All rights reserved. Call +44 (0) 23 80236944 www.ramseyhall.com
  12. 12. High Potential Identification Reduce Staff Turnover and Increase Performance • By using a range of online and offline solutions • Can be undertaken in an assessment centre format using bespoke exercises and in depth interviews • The OPG can train your team in assessment centre techniques Copyright @2013 Ramsey Hall Ltd. All rights reserved. Call +44 (0) 23 80236944 www.ramseyhall.com
  13. 13. Executive Selection / Appraisal Reduce Staff Turnover and Increase Performance • Is best deployed for internal promotions and external hires • Involves one on one assessment on and off line • Uses a leadership and business simulation approach • Typical tools include OPQ32, Verify and Scenarios with bespoke feedback reports • Takes the form of an evaluation which can later be adapted to being a Personal Development Plan Copyright @2013 Ramsey Hall Ltd. All rights reserved. Call +44 (0) 23 80236944 www.ramseyhall.com
  14. 14. Realistic Job Preview & Online Tools Reduce Staff Turnover and Increase Performance • The OPG can work with applicant tracking system suppliers to build online sifting tools such as realistic job preview, killer questions etc • Team is experienced in employee communications and attraction • Saves considerable time and money over the medium term • Improves the hiring process and experience Copyright @2013 Ramsey Hall Ltd. All rights reserved. Call +44 (0) 23 80236944 www.ramseyhall.com
  15. 15. Why OPG & RHL? • Unique team which combines recruitment expertise with assessment and HR know how • The OPG is not just an assessment specialist but business advisors • SHL Enterprise Partner are a boutique consultancy that can pass on cost savings to clients • Flexible solution which requires the consultancy to have sufficient scale to accommodate Copyright @2013 Ramsey Hall Ltd. All rights reserved. Call +44 (0) 23 80236944 www.ramseyhall.com
  16. 16. For more slides, articles and white papers please visit our website or follow us online Call +44 (0) 23 80236944 Linkedin.com/company/ramsey-hall @TheRHLgroup www.ramseyhall.com Google.com/+ramseyhall Facebook.com/theRHLgroup

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