If your center can't offer those things to your employees, expect to lose good people over time. Some call centers have greater turnover rates than others, based on necessary skill level, pay variations and benefit packages. Pre-employment testing systems reduce employee turnover by ensuring that the right people are hired to begin with. Agents often spend six or more hours per day talking on the phone. They are required to be seated for much of that time, and spend most of their work day looking at a monitor screen.
Agents have to be able to handle criticism and constant monitoring.
Not every-one has the temperament or ability to do the job well. Designed to reduce employee turnover, the JCS is given to job applicants. The test takes about 20 minutes to complete, and the information gathered can be used to determine if a particular prospect would make a good addition to your staff. The test requires applicants to choose between several activities, depending on what they are most interested in or good at. By looking at the items that are most frustrating to them, call center supervisors can determine if they would be a good fit for an agent position.