Two trends that could shape tomorrow’s contact centres

Increasingly we see larger organisations opting to move contact centre operations back from outsourcing countries to their client base. A recent example of this was highlighted by the fact that EE is set to transfer 1,000 contact centre jobs back to the UK. The move appears to be driven by a focus towards improving the quality of service and dealing with more technical queries that require a greater amount of guidance.

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In this article, Dr Preuss, co-founder and Product Director of the cut-e Group, talks about how cut-e ensures value for clients by looking at how best to use Online Assessments in their process; forms of validity which are most relevant and the importance of understanding the context and client aims.

The cut-e assessment strategy

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Saville Consulting has been shortlisted for the 2014 Personnel Today Awards in two categories. Saville Consulting powered the Jaguar Land Rover graduate recruitment campaign and are shortlisted for the ‘Innovation in Recruitment’ award. Saville Consulting have also been nominated for the ‘HR Supplier of the Year’ for Saville Consulting’s work across the talent cycle with a range of clients.

The Personnel Today awards take place on 18th November in London.

Click here to read more or visit the Saville Consulting webpage.

TTS is proud to be associated with the SIOPSA Annual Conference that was held on 21 – 23 July 2014 where TTS acted as a Gold sponsor at the conference. The TTS consulting team presented a number of case studies such as thought leadership and professional sessions relating to our profession as IO Psychologists. TTS consultants also presented two panel discussions on the following topics:

• Explore the practical and scientific implications of Entrepreneurship in action was presented by Fred Guest (TTS) and Zachariah George (U-Start) with leading practitioners.

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Simplifying the assessment management process so that you can focus on the value add by making better decisions.

TTS solutions are deliberately contextual, flexible and integrated to enhance the quality of talent decisions. Unfortunately this value is often lost due to inefficient, frustrating and costly assessment processes.

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‘Finders, keepers’ isn’t always the case in the organisational world. Successful attraction and selection strategies can get the best candidates through the door, but with reports that around  a fifth of employees feel undervalued and will be looking to leave their current employers this year, it is clear that strategies to increase retention are well needed.

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Simplifying job analysis and competency profiling so that you can make more accurate and contextual talent decisions.

We believe that an understanding of job contexts and requirements lead to better integration of assessment results, and better talent decisions. Unfortunately this value often gets lost due to tedious and time consuming job analysis processes producing poorly defined profiles based on generic competency frameworks.

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The use of integrity assessments has progressively increased in demand to identify job applicants in the selection and recruitment process. The uses of integrity assessments and credit checks have been used for many years to select individuals with suitable work behaviour in positions that require reliable employees. During the selection process the aim of integrity assessments is to supplement credit records and to predict counterproductive work behaviours (CWB) or to identify candidates that will not be involved in risky behaviours that could impact their position within the organisation.

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