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Stuart Gentle Publisher at Onrec

QWIZ launches new web-based contact centre

Competency assassment solution

Qwiz, the competency assessment supplier, 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.

The Contact Centre industry experiences annual turnover rates of more than 35% and the costs of such turnover can add up to 150% of an agent''s annual salary, says Noel Sitzmann, president and chief operating officer of Qwiz. These 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.