How should an employer go about assessing a contact centre candidate’s likelihood of succeeding in that environment, or in smaller scale customer services roles where the bulk of communications with customers take place over the phone or internet? Candidate assessment suites designed specifically for these environments tend to focus on a blend of abilities essential to success where information is …
Personality profile reports. Adjusting your interpretations in the current climate
This isn’t a scientific study, but rather observations from over 80 personality profile reports fed back to clients and candidates since mid-March when life changed dramatically for just about everybody. If you use personality profiles as part of your selection & development process, here’s some ideas on accounting for the effect of a global pandemic on your candidates and staff …
Time to cash-in on your psychometric investments
By now, the reality has set in that many, if not all of your staff and colleagues are going to be working from home for at least the next month and quite possibly the next quarter. All those questions on how will you manage, motivate, communicate with, develop and just keep things afloat will have been ringing louder for anybody …
Sharpening up your phone & video interview technique
Traditionally, phone and video interviews have been used to turn candidate long-lists into shortlists on who to invite along to final face-to-face interviews. In our current shutdown climate, the phone/video interview will also be the final stage from which you make job offers and start on-boarding a remote working a new team member. The need to get them right is …
Using Personality Profiling to get Joint Ventures & Equity Partnerships off the Launch Pad
What do most organisations use personality profiling for? In our experience, ninety percent of the profiling we do is in the recruitment and selection space. At the basic end, employers look for reasons to, or not to, hire a candidate by exploring the potential risks uncovered by personality questionnaires. Our more sophisticated clients take the additional steps of identifying personal …
Hiring the Perfect Professional. What should you be looking for?
In June 2016, Helen Brand, the CEO of ACCA (Association of Chartered Certified Accountants) launched a report from an international study which identified seven attributes essential to success for accountants and finance professionals. Since then, we have presented a guide to accountants across New Zealand on how to assess whether accounting & finance candidates are likely to possess the attributes …
Online Candidate Testing & Assessment. Balancing benefits against risks
Busy schedules and expectations from clients, candidates and society in general that interactions and processes are conducted online have had a much debated effect on how psychometric and other assessments are conducted. In just the past two years, we have seen and led that change to the point where we have conducted traditional in-person supervised testing sessions about twice a …
Working in Partnership to Prepare a Contact Centre Workforce
The past few months have been particularly rewarding for us in taking our long standing partnership with the regional Ministry of Social Development (MSD) office into new grounds of preparing this regions potential workforce for employment in contact centre environments. Drawing on the experiences of introducing contact centres to economically depressed regions in South Wales and the interventions to prepare …
Contact Centre Impact on Regional Economies
Kiwi Bank’s creation of c.150 permanent jobs in a region that is going backwards on most economic indicators is perhaps the best news we have had the pleasure of reporting for several years. People Central has handled in excess of 200 permanent job losses through redundancy support in the last 2 years and we know that is just a small …
Interview and Candidate Abuse
I first read the terms ‘Candidate Abuse’ and ‘Interview Abuse’, last month on BBC Capital and immediately had to know more. The article catalogued a series of experiences of US and UK job applicants being put through tortuous and protracted multi-stage selection process, only to come second place, or even be offered a job with an employer they no longer …