inContact Hiring

inContact Hiring provides functional reports that allow hiring managers to compare each candidate’s assessment results against the thresholds established for each custom job model. These reports provide Yes or Caution indicators that simplify the interpretation of the results. Managers also have access to the detailed results should they need in-depth information while considering a particular candidate.

Identify and hire the right agent for your call center the first time by assessing:

• Cognitive Ability: Test the candidate’s ability to quickly assimilate new information
• Skills: Assess typing, computer navigation and business reasoning
• Personality: Find out if the candidate has the right character and personality traits for the specific position

Most recruiting departments spend an enormous amount of time informing candidates about the company only to have candidates drop out during training. inContact Hiring removes this burden from the recruiting department by providing critical employment information to candidates through a custom web portal.

• Company Overview: provides inContact Hiring customers with an opportunity to sell themselves to their candidates. Company culture, benefits, location, hours of operation and other general information are often included.
• Job Preview: provides an opportunity to set clear and appropriate expectations for each candidate. Items often included are: number of calls per shift, job requirements, attendance policies, dress codes, etc.

Each call center job position is unique, applying a generic “one-size-fits-all” customer service job model would yield less than optimal results. inContact develops custom job models unique to each position in your contact center by assessing your existing low, medium and high performers.

inContact Hiring assessments were developed in accordance with EEOC guidelines and have been validated though adverse impact studies. Each assessment was developed specifically to test skills, attributes and abilities specific to the contact center environment. The results are statistically analyzed to determine specific skill thresholds, personality traits and cognitive abilities required for each position.

The inContact Hiring technology is delivered to candidates and clients through a customer-branded, custom web portal to meet the needs of each call center.

inContact call center software utilizes a story board process to define the custom text, color schemes, logos, etc. needed to develop and host a custom portal that will add credibility and professionalism to your hiring process.

What's more, you enjoy delivery via a SaaS model, so there's no hardware to monitor, no late or weekend support calls, and you can manage it from anywhere.