Managing personnel

Call center recruitment

Module six - the selection decision

ByJohn Wright

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Synopsis

This module is guaranteed to ensure reliable candidate selection decisions based on performance and facts. The module provides you with scoring methods for different call centre roles, fully calibrated with threshold scores to support the decision and guidelines for making the final decision. The total resource has seven modules. This title uses United Kingdom data but the principles are usable and appropriate in all countries.

How to …

How to use candidate scoring methods for selection decisions.

How to avoid the pitfalls of using candidate scoring methods.

How to make a selection decision based on facts.

John Wright

Over twenty-five years of experience in corporate life and consulting has provided John with a wide range of experiences that have contributed to this extensive resource. He brings a refreshingly practical approach to the design and avoids the clutter of professional jargon. The end result is an extremely accessible process that delivers quantifiable business results. John provides his consultancy services to a wide range of international private and public organizations.

Ideally, this should be carried out at the end of the selection day whilst all the interviewers are available and the experience is fresh in everybody’s mind. In fact it is strongly recommended that you do this because it will not take much longer than 15 minutes. The approach that you should adopt is as follows:

Step One
Bring all the interviewers together and ask them to complete the overall scoring on each candidate on the ‘candidate overall scoring sheets’ included in the resource section of this product. This simply involves transferring the scores from the exercises and the interview to the overall scoring sheet and totaling them up. It is also advisable to transfer relevant notes about their performance to this sheet. Ask the interviewers to keep all the candidates scoring sheets together.

Step Two
When everybody is ready write the candidates names on a flip chart with their total scores along side. Agree the number of vacancies that you are looking for (i.e. 5) and highlight the top scorers that equate to that number (i.e. 5).

Step Three
Ask the interviewers if they have any concerns about any of the individuals in the group selected. If they don’t you have your decision.

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