Call Centre Solutions

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Call Centre Solutions From Eduquity
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PRESENTATION OBJECTIVE

• To introduce Eduquity and its services.
• To present Eduquitys understanding of Call
  Centres.
• To propose Eduquity Solutions for Selection.

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PRESENTATION HIGHLIGHTS

• Our Understanding of Call Centres
• About Eduquity
• Why Assessment-based Selection?
• What can Eduquity do for you ?
• Eduquitys Assessment Model
• Eduquitys Solutions
• Customer Benefits
• Customer Testimonials

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OUR UNDERSTANDING OF CALL CENTRES - I

• SERVICES OFFERED
• Effective customer relationship management.
• CLIENTELE
• Call Centres cater to their clients clients,
  either external or internal.
• CLASSIFICATIONS
• a) Voice-based or Data-based services.
• b) In-house or Third-party service provider.
• c) Inbound or Outbound calls handling.

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OUR UNDERSTANDING OF CALL CENTRES - II

• HIERARCHY
• Agent, Team Leader and Manager.
• INDIAN SCENARIO

• Unlike in U.S, Call Centres in India are viewed
  as providers of a viable job option.
• The rates of attrition among Indian Call Centres
  though high are in better control than those in
  U.S.

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ABOUT EDUQUITY

• Eduquity is a HR Assessment services company
  whose core competence is in providing
  research-based Assessment Solutions to its
  clients.
• Work areas include
• Assessment for Selection purposes
• Assessment for Development purposes
• Eduquity has worked in knowledge-intensive domain
  of Psychometry and related assessment
  instruments.
• Eduquitys team comprises of persons from varied
  relevant background Psychometry, HR Assessments
  and Training.
• Eduquity has worked with both corporate
  organisations and institutions. HDFC, Bharti
  Telenet and IIM Bangalore, to name a few.

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WHY ASSESSMENT- BASED SELECTION ?

• Psychometric Tests and Questionnaires provide an
  objective assessment of people at work their
  abilities, potential and personal attributes.
• - Lisa Cramp, Managing Director, Saville
  Holdsworth (U.K) Ltd.
• A well-designed Assessment-based Selection
  process would help organizations select the
  right candidate for the job.
• Psychology is the key in Call Centre industry.
  There are a lot of things that are peculiar to
  this industry alone, like odd working hours,
  communication skills, maintaining quality, but
  yet handling unreasonable customer demands..
• - Pete McGrahan, Chief Marketing Officer, STI
  Knowledge

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A Comparative Chart
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Test Development Cycle
Domain Knowledge
Test Construction
Post-Assessment Analysis
Test Development
Pilot Test
Live Test
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WHAT CAN EDUQUITY DO FOR YOU ?
PRIMARY SERVICES
a) COMPETENCY MAPPING - Job Analysis -
Competency Definition - Benchmark Definition b)
ASSESSMENT OF CANDIDATES - Aptitude Test -
Technical Test - Aural Comprehension - Voice
Audition - Computer Adaptive Test - Group
Discussion - Psychometric Testing - Interview
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WHAT CAN EDUQUITY DO FOR YOU ?
SECONDARY SERVICES
3) PRE-ASSESSMENT ACTIVITIES - Candidate
Registration - Application Processing -
Managing Databases and Batching - Communication
to candidates
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EDUQUITYS ASSESSMENT MODEL
Eduquity presents an Assessment methodology that
adopts a) Multi-Step Assessment Model The
methodology adopts a funnel-approach of
short-listing candidates for selection. A 3-step
filtration process would be adopted. b)
Multiple-Instruments Model The methodology uses
multiple instruments that assess the candidates
on pre-determined success parameters. c)
Multiple-Dimensions Assessment Model The
assessment that Eduquity proposes is
comprehensive and assesses the different
dimensions of the candidate Aptitude, Skills
and Personality.
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EDUQUITYS SOLUTIONS
Eduquitys solution would involve your Call
Centre only releasing an advertisement and
Eduquity would handle all other activities, and
present to you pre-assessed candidates for
selection.
ACTIVITY LIST EDUQUITY YOUR CALL
CENTRE 1. PRE-STUDY - Job Analysis ? ?
- Competency Mapping ? ? - Benchmark
Definition ? ? 2. PREMISES ? ? 3. COMPUTER
FACILITIES ? ? 4. RESOURCE PERSONS ? ? 5.
ASSESSMENT TOOLS ? ? 6. PROCESS -
Pre-Assessment Activities ? ? - Assessment
Activities ? ? - Post Assessment
Activities ? ?
This solution would entail offering a complete
solution, your Call Centre would only release an
advertisement and Eduquity would handle all other
activities, and present to you pre-assessed
candidates for selection.
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EDUQUITYS OFFERINGS
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BENEFITS - I
a) OF OUTSOURCING RECRUITMENT When your Call
Centre chooses to outsource recruitment, you will
have an opportunity to focus on strategizing
recruitment plans, rather than expending your
time in the processes. Using Eduquitys Model,
you would be assured of superior levels of
quality, delivered to you consistently. b) OF
HAVING RESEARCH DATA As Assessment is
Eduquitys Core Competence, Eduquity would
continuously present you with relevant Analyses
and also use the same data to tweak the Selection
Model on a continuous basis to make it more
effective.
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BENEFITS - II
c OF ADOPTING A MULTI-STEP APPROACH Adopting a
multi-step approach would allow your Call Centre
to ensure that any candidate who gets selected
finally, has undergone an assessment of all the
relevant dimensions. Thus the testing itself
would be comprehensive. d OF COST-SAVING Adopti
ng a multi-step approach would allow your Call
Centre to keep the costs low, yet have a
comprehensive testing model. Eduquitys Selection
Model is likely to ensure the cost of acquisition
of a candidate to be approximately Rs.
4500. e OF ADOPTING A MULTIPLE-DIMENSIONS
APPROACH The assessment process adopted by
Eduquity assesses multiple dimensions of the
candidate, namely, Aptitude, Skills and
Personality, thus making the process very
comprehensive.
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BENEFITS - III
f RIGHT CANDIDATE vs. BEST CANDIDATE Eduquity
s research would be strengthened by the
revelations from the pre-study, and would help in
designing of a Competency Model. This model would
aid the selection of the Right candidate rather
than the Best Candidate. g OF ADOPTING A
MULTIPLE-INSTRUMENTS APPROACH Adopting a
Multiple-Instruments model would enable reduce
Instruments-based bias. Furthermore, the model
adopts different designs, thus using both
technology interfaces and people interfaces. This
would give the candidates ample scope to
demonstrate their skills and abilities.
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CLIENT TESTIMONIALS
the quality of the candidates selection using
eduquity assessment tool is far more superior
than the candidates selected earlier.
The Retail Manager, A Mumbai based Insurance
Company your research is innovative and
fascinating, continue the good work..
Representatives APRIA
conference IIM Bangalore
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THANK YOU
EDUQUITY CAREER TECHNOLOGIES,Eduquity House,
6/B, 80 Feet Road, 7th Block, Koramangala,Bangalo
re - 560 095, www.eduquity.com Ph 080-5711596
/ 5084692 / 5702674 / 5702676 Fax [phone]