SecureIT to provide Independent Cybersecurity Assessment of Cloud-Computing Solutions to support GSA Infrastructure as …
SecureIT to provide Independent Cybersecurity Assessment of Cloud-Computing Solutions to support GSA Infrastructure as …
U.S. Government executes on cloud computing strategy putting in place government-wide contracts which must meet new, stringent security requirements. SecureIT selected to assess security risks and compliance of CTC and SoftLayer offerings.
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Categories: Call Center Management Tags: Assessment, CloudComputing, cybersecurity, independent, INFRASTRUCTURE, provide, SecureIT, Solutions, support
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Assessment Centers – What You Can Expect On The Day
Assessment Centers – What You Can Expect On The Day
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Home Page > Careers > Assessment Centers – What You Can Expect On The Day
Assessment Centers – What You Can Expect On The Day
Posted: Aug 29, 2007 |Comments: 0
| Views: 111 |
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Many employers are taking steps away from the traditional one on one interview. More and more employers are favoring a potential employee evaluation process called the Assessment Center.
The Assessment Center is sort of like a group interview, except instead of one person leading the discussion there isn’t any real leader. Instead a group of trained observers silently evaluate each potential employee and how they react to situations they encounter while at the Assessment Center. Common situations involve Group Discussions, Role Playing, and sometimes smaller ‘group interviews’.
Assessment Center Activities You Might Experience
Group Discussions are often leaderless. In this situation, a group of potential employees meet and discuss issues related to the job for which they are applying. As they talk, they are observed and evaluated by behavioral experts.
They are evaluated in terms of inter personal communication and whether or not they display any leadership skills. Sitting back during a group discussion is usually not evaluated well.
During Role Playing, job applicants act out scenarios they might encounter if hired as an employee of the company. There is one person who is a trained scene player and they interact with employees in an improvised scene. The potential employees are evaluated on how they react during these improvised sessions and what kind of skills they project.
Pitfalls Of The Assessment Center Recruitment Method
Assessment Centers are sometimes frowned upon because of the time and money a company has to put forth for their hiring practices.
Instead of standard questions with key phrases each applicant is expected to say in response (if those buzz phrases aren’t said the applicant is usually rejected), these are largely not standardized scenarios. And because each group evaluated is made up of different members, often the process could be said to imply a bias toward one group’s dynamic over another’s.
An individual who gets run over in a group exercise might shine in a one-on one or smaller group interview. It is also given to a large amount of play acting. Someone who plays confident during the interview might not actually be confident as an employee; they might just be good at the games put forth during the assessment center.
Benefits Of This Type Of Recruiting Tool
The hiring process is open to much scrutiny and many different methods are used when companies choose new employees. An assessment center is certainly a far cry from the traditional interview process, but it could be good when a large number of employees need to be hired.
An assessment center could be helpful when starting a company or opening a new branch of a company, whereas a one on one interview process would be more productive when only one or two employees need to be hired to fill certain, specialized gaps within a company.
Regardless of what hiring practice a company chooses, care must be taken to ensure that all evaluated applicants feel that the assessment center process was unbiased and fair.
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(c) 2007 How To Win At Assessment Centers. You can succeed in your application whenever you want to. Want a free e-course? Just mail htwaacmini@aweber.com and for more, checkout Martin Haworth’s website, http://www.HowToWinAtAssessmentCenters.com
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Categories: Call Center Jobs Tags: Assessment, Centers, expect
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Home Page > Writing > Non-Fiction > Assessment & Development Centers in Employee Selection & Development
Assessment & Development Centers in Employee Selection & Development
Posted: Oct 18, 2007 |Comments: 0
| Views: 189 |
An assessment center is a methodology (rather than a place) for thoroughly assessing a candidate for a job. A development center follows similar principles, but rather than selection, its primary purpose is to aid in the development of a current job-holder.
Owing to the costs associated with assessment and development centers, they are typically used for higher level jobs. For example, they are used as part of graduate selection exercises for fast-track programs or for executive and managerial development. Also, as a result of costs, assessment and development centers are tools associated more with medium to large sized organizations and especially multi-nationals.
The expense of assessment and development centers comes from the thorough process, time and competence required to run them. The centers incorporate a number of different types of assessments throughout a one, two or even three day period.
Candidates will have the opportunity to show and explore their talents over a range of different exercises and within each exercise, a number of competencies are usually being assessed.
A major benefit of centers which run over multiple days is that it becomes more difficult for candidates to fake characteristics (such as extraversion, social boldness, friendliness) which are often faked at interview.
The familiar job or performance appraisal interview may form part of the centre, but will be run in a standardized, structured manner. Group discussions, negotiation and team-working exercises, in addition to presentations, in-tray (realistic work simulations) exercises and psychometric assessments of personality and ability are all found within a typical assessment or development center.
Each center that is run is unlikely to assess a large number of people in one go. It is typical to assess around 8-12 individuals and there will be a high assessor-assessee ratio (at least one assessee per assessor and often more than this!).
Exercises are either developed by experienced assessors in-house, or they can be purchased from specialist exercise vendors. The purchased exercises can be rather expensive, many times costing in excess of US$1000 per exercise. Others will charge a fee per assessee and even this can amount to the same fee of US$1000 per assessee depending on the exercise.
Another option is the purchase of computer software which contains a number of validated exercises in addition to the facility to schedule and manage the complete logistics of the centre.
Where exercises are developed in-house, there is always the question of validity. That is, do they really consistently assess what they were designed to and purport to assess? Of course most organizations will not conduct the necessary validity studies to support this due to cost and/or competence issues!
Turning to “validated” off-the-shelf exercises however may also not always be wise. Whilst they may have been shown to be valid in Organization X using managers from Division Y for example, this does not necessarily mean the same exercise(s) will be valid in your company and your division!
Given the costs associated with designing the assessment or development center, running it and ensuring that all assessors are appropriately trained and competent, it is necessary to ensure that there is a return on investment…or in other words, that this is money well spent that will be returned two-, three- or many-fold!
Generally, business-case studies, research studies and common-sense show that well designed and run centers do provide a good return on investment.
From the common-sense perspective, if you are being more through in your selection process, it would seem that you are more likely to select the appropriate employee.
From a business-case perspective, this follows through. If an organization continues to select on the basis of its current selection system (say an interview and a personality test), at best, we would expect them to reproduce current performance levels.
However, if the organization becomes more choosey and opts for a well-thought-out assessment centre composed of various team exercises, presentations, tests, interviews and so forth…assuming the center was competently designed and run, and the exercises accurately assessed the attributes they were supposed to assess…surely, that organization would be more accurate in their selection of the right person to do the job!
Now, what if that person were to take on a job that for ease of argument managed assets worth say US$1 million? Given that the organization has a better person in place by way of the more rigorous selection process, we can perhaps expect to see a conservative 3% increase in performance. That would amount to US$30,000 (all else being equal!).
If we further assume that this person remains in the job for longer, let’s say three years (because they are the right person for the job and thus happy with it), we can multiply that return by 3, taking the gain to US$90,000!
Assume we select 3 people from the center and they all perform similarly, we can further multiply by 3 and our gain triples to US$270,000. This gain is likely to be at least 15 times the initial cost of the assessment center!
So, even though assessment centers are expensive and labor intensive, they are likely to provide an excellent return on that investment.
The same can be said for development centers. Again, we can assume that without introducing a development center, the employee will develop at their current rate. With the introduction of the center, development may multiply and bring with it a massive return for the business.
All of this is of course dependent upon the level at which the candidate is in the organization and the influence that his or her competence and further development has upon success.
Research shows that assessment centers are one of the most predictive forms of assessment for performance at work (e.g., Robertson & Smith, 2001) and that they have incremental validity over and above supervisor ratings for predicting promotion (Chan, 1996).
Of course, this only works if those who design the centers are appropriately trained not only to design the exercises, but to run the centers, ensure accurate and fair ratings of candidates and to be able to translate center results into hypotheses about performance at work.
Further, in the case of development centers, the responsible person also needs to be able to sensitively discuss the implications of the results with the candidate and know how to assist that candidate in embarking upon a development program that will lead to tangible results.
References:
Robertson, I. T., & Smith, M. (2001). Personnel selection. Journal of Occupational and Organizational Psychology, 74(4), 441-472.
Chan, D. (1996). Criterion and construct validation of an assessment centre. Journal of Occupational and Organizational Psychology, 69(2), 167-181.
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Dr. Graham Tyler -
About the Author:
Dr. Graham Tyler is an award-winning registered organizational psychologist and executive director of PsyAsia International. PsyAsia International, offers Assessment & Development Center training programs in Asia and beyond. Visit PsyAsia at http://www.psyasia.com.
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Categories: Call Center Jobs Tags: Assessment, Centers, Development, Employee, Selection
Value of Assessment Tools in Call Center Operations
The quality and pace of Call center operations are dominated and threatened by two visible hindrances which are agent turnover and agent productivity. The reasons for such challenges in a call center are poor handling of the resources and lack of skills for specific job positions.
The realm of Call Center Operation is a specialized management field with its own hypothesis assessments and terminology. A complete and well- bred understanding of these tools is necessary to satisfy customers and to accomplish organizational objectives.
Selection criterions and performance screening tools can be vital tools to reroute the performance map of a call center on the track of success. These tools directly correlate to productivity, performance and agent retention within the organization. These measure the performance on the basis of candidate data such as:
1) What is their hidden potential?
2) What they have accomplished?
3) What are their professional plans for future?
According to their present capabilities and natural abilities, assessments and responsibilities are designed for every job applicant. For instance, a call center agent should be quick and extrovert while for a back office job in contact centers, an applicant should be sincere and meticulous. This unique assessment can predict the future capabilities of an applicant and can decide if the candidate willing to a long term commitment with the organization.
The assessments tools track the previous experiences, professional behavior, education or training, and work culture stimulation and project accomplishments. Resumes are screened out on the scores of education, work relevancy and experience. On the time of personal interview, the call centers management can add behavior-oriented interview questions to have an idea that how the applicant has handled a specific situation in the past and to analyze his skills. If a candidate wants to switch over to another job profile, this behavior questions based on past experience could be useful to determine his interests, preferences and other aspirations. These assessments tools can also decide whether the candidate is job fit or not. This helps the BPO industry to cut down the attrition rate and increase the level of performance by enhancing the job satisfaction.
Management of Outsourced Call Center should take a realistic trip down their premises and provide accurate job preview to the candidates so that they could decide about the offer carefully. The administration of contact centers should apply these assessment tips accurately otherwise badly crafted and poorly executed inappropriate application of assessments can draw negative impact on work atmosphere and results.
Moreover, a call center should emphasis on “Can do” and “Will like to do” along with technical and cognitive abilities.
Categories: Call Center Management Tags: Assessment, call, center, operations, tools, Value
Employment Assessment Centers – Tricks You Need To Know
Sometimes also known as ‘selection’ centers, assessment centers are charged with providing exercises and simulations to job applicants. This is in order to scrutinize their fitness for the job. Assessment center exercises can include some or all of:-
– job role simulations
– psychological tests
– interviews
– role plays
– other exercises
…all of which would determine the capabilities of the job applicants.
Basically what is happening in assessment centers are evaluation tests and behavioral observations of the job applicants. Based on their performances, they would be judged if they are the right ‘fit’ for the job position.
The Value of Assessment Centers
Assessment centers are becoming more and more important to industries because they provide them with a very effective way to hire the right employees.
The competencies of each applicant will be likely to show up during each assessment and these could then be made the basis for determining each applicant’s suitability.
Companies find it easier to utilize assessment centers for many reasons. For one, it is easier for them to find the applicant really fit for the job. It is also be less costly and less time consuming, as well as providing evidence for the selection outcome if they were called to question on the decisions made.
As for the applicants, even if they were not the chosen in the end, an assessment center serves as an important stepping stone for them to improve and develop their performance when tested.
The Most Common Assessment Center Exercise?
In assessment centers, individuals may be observed and judged on based on their interview skills alone.
This is a critical test, in order to screen the applicants on how they go about during an interview, how they handle interview pressures, and how well they can communicate their answers. Assessment centers will employ certain interview tactics to best examine the applicant.
Of course, other critical behavioral aspects can be observed during an interview. It will be seen how applicants compose themselves, how they deal with uncomfortable questions which could determine how they would deal later on some tricky job situations, and more.
Selection centres also employ certain exercises that would best examine the applicant’s job performance and of course, having excellent interview techniques are not the only basis for a would-be good employee.
A good employee should also be able to present his or her ideas properly. It is, clearly vital that they are able to act on the presentation accordingly. But since these qualities would only be discovered later on when the employee is actually working already, it might be tough for companies to predetermine this.
But with the assessment centers and the job simulation exercises, an individual’s presentation skills will be easily assessed.
Many Experiences at Assessment Centers
There are many ways of conducting the exercises in an assessment center.
One way of doing so is assessing the applicants one by one. But in some situations where the number of individuals to be assessed is large, group assessments are then conducted.
Assessments centers are continually developing the standards they are setting and over time the anolmalies that might be perceived as possible will be ironed out.
Categories: Call Center Systems Tags: Assessment, Centers, employment, Know, Need, Tricks
Teleperformance Launches Fraud Risk Assessment Solution
Teleperformance Launches Fraud Risk Assessment Solution
Teleperformance, the world’s leading provider of outsourced CRM and contact center services, today announced the launch of its Teleperformance Fraud Risk Assessment Solution, a new service intended to help identify and quantify the business impact of fraud risks within many phases of a call center agent’s work. It reviews processes, applications, daily monitoring and reporting activities to …
Read more on PR Newswire via Yahoo! Finance
Categories: Customer Service Call Centers Tags: Assessment, fraud, Launches, Risk, solution, Teleperformance