Are you in the eye of a hurricane of layoffs? Once done, your call center will be a changed organization. Will it be changed for the better? Will you be left with a smaller, yet stellar, team of front-line service providers? Will you be better positioned to meet a fiercely competitive landscape?
Job eliminations are a delicate act. If not conducted soundly, costly and distracting litigation is likely to follow. With that in mind, it is tempting to simply base layoff decisions on agents’ operational and productivity metrics, such as AHT, adherence, and attendance. Call centers will easily shy away from using call monitoring and other customer-centric metrics as an input into personnel decisions, as these measures are typically laden with biases and their scores do not differentiate top performers from the rest of the pack. But do the operational metrics alone help you retain your best service providers, the front-line Reps who truly delight customers?
Aon can identify your outstanding service providers quickly, accurately, and defensibly. Aon objectively monitors the effectiveness of call center staff on behalf of call centers across industries, in the US and off-shore. By listening to calls remotely, “with the ear of the customer”, our professional assessors are “blind and deaf” to the factors which are related to potential discrimination. Our behaviorally-based monitoring approach sifts out your top service providers --- those who you should retain --- from those with weaker call handling skills.
Our proprietary methodology, called Service Talent Audit, has been developed by Ph.D. Industrial / Organizational Psychologists according to legally defensible procedures and applied systematically and consistently. We have conducted these behavioral assessments for over 30 years. We have never lost a legal challenge.
Retain your top talent. Make your workforce reductions legally airtight. Aon can help.
For more information, please contact:
Miriam Nelson, Ph.D.
Aon Consulting
p: +212 441 2152
e: Miriam_Nelson@aon.com
Rick Sherman.
Aon Consulting
p: +617.457.7675
e: Rick_Sherman@aon.com
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