Assessment Taker Login Client Login ZAPPOS: A Culture of Success Through Customer Service Click HERE to view Case Study. Customer overview Founder Nick Swinmurn started Zappos in 1999 after his frustration with mall shopping convinced him that there had to be a better way to find the shoes you want in the color you want and in the right size. Tony Hsieh came on board and made Nick’s vision a reality, and propelled the company to over $1 billion in annual gross merchandise sales. Hsieh’s commitment to maintaining the energy, innovation, and community feeling of a start-up earned the company a place on Fortune magazine’s annual list of Best Companies to Work For in both 2009 and 2010. Zappos list of awards: J.D. Power Customer Service Champion, 2011; WGSN Global Fashion Awards – Outstanding Customer Service (and Outstanding Etailer), 2010; CMG Vision Award, 2010; Innovation All-Stars, Fast Company, 2010; NRF Innovator of the Year, 2009 and 2010. Business challenge 1. Fast and accurate pre-employment screening. 2. Keep turnover rates low in customer service. Zappos needs to quickly and effectively screen a high volume of potential candidates in several different competencies. To maintain their high level of customer service, they must also strive for low turnover rates. They need to find people with the right skills without spending valuable time and manpower. Solution Zappos found eSkill. It started with just a typing test, but eSkill’s wide range of testing products, ease of use, and compelling price point, as well as the ability to customize content, made a longer-term partnership a natural choice. Zappos now uses eSkill tests to screen for two of their most critical positions: content managers and customer service representatives. Zappos at a glance: eSkill customer since 2005. Unlimited usage subscription, multi-user license. Use of eSkill Author to develop own, proprietary test questions. Subjects used include: MS Office suite, Basic Arithmetic, Attention to Detail, General Typing, E-mail Etiquette, Basic Computer Knowledge, and others. Their content managers need to be well versed in Zappos products, and able to write concise, accurate, and grammatically correct product descriptions that inspire customers to buy. Zappos uses eSkill’s grammar, typing, and product review tests to sift through the volume of applicants remotely, instead of bringing each one into the office. With all of the awards and attention, the stakes and expectations for Zappos customer service representatives are incredibly high. Their interaction with clients on the phone and on instant chat requires proficiency in grammar, typing, and the company’s intranet. eSkill’s remote testing in these competencies helps recruiters quickly identify the best possible candidates in an efficient way. Results and benefits eSkill’s suite of online testing programs makes it easy for Zappos to evolve their hiring process as they evolve as a company. After partnering with eSkill, Zappos has experienced: Less turnover, which means less money spent on recruiting. Less training time for new hires – down from 4 weeks to 1 week. Positive feedback from trainers. The ability to easily and quickly identify star recruits for dedicated teams. Click HERE to view Case Study. “The wide variety and customizability of eSkill’s online testing allows us to pre-screen many of our candidates before they even get in the door. And this is key, because once a potential hire shows he/she possesses the skills necessary to do the job, our recruiters can concentrate on the second – and equally important – part of the screening process: the cultural fit. eSkill helps us assess a high volume of candidates in a fast, easy and efficient way.“ Christa Foley, Recruiting Manager, Zappos Companies Who Trust eSkill's Solutions Our Clients 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 Subscribe to our Newsletter For Updates Country USA UK Canada -------------------- Afghanistan Albania Algeria American Samoa Andorra Angola Antigua and Barbuda Argentina Armenia Australia Austria Azerbaijan Bahamas Bahrain Bangladesh Barbados Belarus Belgium Belize Benin Bermuda Bhutan Bolivia Bosnia and Herzegovina Botswana Brazil Brunei Bulgaria Burkina Faso Burundi Cambodia Cameroon Cape Verde Central African Republic Chad Chile China Colombia Comoros Democratic Republic of the Congo Republic of the Congo Costa Rica Côte d'Ivoire Croatia Cuba Cyprus Czech Republic Denmark Djibouti Dominica Dominican Republic East Timor Ecuador Egypt El Salvador Equatorial Guinea Eritrea Estonia Ethiopia Fiji Finland France Gabon Gambia Georgia Germany Ghana Greece Greenland Grenada Guam Guatemala Guinea Guinea-Bissau Guyana Haiti Honduras Hong Kong Hungary Iceland India Indonesia Iran Iraq Ireland Israel Italy Jamaica Japan Jordan Kazakhstan Kenya Kiribati North Korea South Korea Kuwait Kyrgyzstan Laos Latvia Lebanon Lesotho Liberia Libya Liechtenstein Lithuania Luxembourg Macedonia Madagascar Malawi Malaysia Maldives Mali Malta Marshall Islands Mauritania Mauritius Mexico Micronesia Moldova Monaco Mongolia Montenegro Morocco Mozambique Myanmar Namibia Nauru Nepal Netherlands New Zealand Nicaragua Niger Nigeria Norway Northern Mariana Islands Oman Pakistan Palau Palestine Panama Papua New Guinea Paraguay Peru Philippines Poland Portugal Puerto Rico Qatar Romania Russia Rwanda Saint Kitts and Nevis Saint Lucia Saint Vincent and the Grenadines Samoa San Marino Sao Tome and Principe Saudi Arabia Senegal Serbia and Montenegro Seychelles Sierra Leone Singapore Slovakia Slovenia Solomon Islands Somalia South Africa Spain Sri Lanka Sudan Sudan, South Suriname Swaziland Sweden Switzerland Syria Taiwan Tajikistan Tanzania Thailand Togo Tonga Trinidad and Tobago Tunisia Turkey Turkmenistan Tuvalu Uganda Ukraine United Arab Emirates Uruguay Uzbekistan Vanuatu Vatican City Venezuela Vietnam Virgin Islands, British Virgin Islands, U.S. Yemen Zambia Zimbabwe Contact Us: 73 Princeton Street, Suite 213 North Chelmsford, MA 01863, US Request a Demo Read more eSkill-corporation-eSkill reviews Copyright © 2021 eSkill Corporation. 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