Qwiz, the industry leader in competency assessments, has launched Contact Centre Scenario. It provides Internet-based assessments via the Qwiz Online service and uses a wide range of scenarios that feature different English regional accents. This innovative recruitment and training tool gives Contact Centre managers a cost effective method of reducing staff turnover and training costs by assessing the knowledge, skills and abilities of candidates via the Internet.
Qwiz has developed a unique range of scenarios that model the on-the-job behaviour of candidates to assess their customer service attitude, problem solving skills and emotional intelligence while under the pressure of a simulated and true to life call. The assessment is interactive and adapts to candidates based on their responses and provides a realistic picture of the ability of candidates to meet the requirements of the job. Contact Centre Scenario can also be used to evaluate the performance of existing agents.
Candidates are also assessed on their data entry skills to provide an estimation of the number of calls they could handle on an hourly basis. They are also scored on their ability to navigate through different screens in a simulated CRM environment whilst handling customer requests and problems.
ìThe Contact Centre industry experiences annual turnover rates of more than 35% and the costs of such turnover can add up to 150% of an agentís annual salary,î says Noel Sitzmann, president and chief operating officer of Qwiz. ìThese new Contact Centre Call assessments will play a key role in reducing staff churn and enable managers to spend more time managing their operations instead of recruiting and training new agents.î
About Qwiz
Since 1986, Qwiz has provided customer-focused assessment and evaluation solutions to clients around the world. There are more than 460 assessments covering: healthcare, legal, call centre, finance, information technology, office software, primary business skills, psychometrics and administrative skills. Each Qwiz competency assessment is built by at least eight subject matter experts and validated by an in-house industrial psychologist.
Qwiz assessment solutions and a complete line of training products are available in English, Spanish, French, German, and Dutch. Qwiz is a privately held company; ownership includes private investors, management, and employees.
For more information about Qwiz, visit:
QWIZ LAUNCHES NEW WEB-BASED CONTACT CENTRE COMPETENCY ASSESSMENT SOLUTION
.
