One of the largest banks in North America needed a solution to improve sales performance in three call centers. Gallup consultants recommended a long-term selection and hiring strategy aimed at hiring more employees with talents similar to those of their best and upgrading the levels of talent in two key front-line customer service and sales positions:
Working closely with client management, Gallup created strengths-based selection profiles for these positions. Gallup consultants tailored the selection profiles to meet the client's business needs by:
Gallup then developed success models and constructed customized structured interviews to assess job applicants. Next, Gallup built a turnkey interviewing system that efficiently qualified, assessed, and scored job applicants, as well as an information delivery system that provided assessment results to the individual making the crucial hiring decisions.
After the client had used this performance improvement solution for several years, follow-up Business Impact Analysis demonstrated that employees hired using Gallup's process and system delivered a higher sales success rate. New hires who achieved high scores on the Gallup selection interviews substantially outperformed their lower scoring counterparts.
Customer Service Representative
Customer service representatives (CSRs) who scored highly on the Gallup selection assessment produced substantially more sales revenue than did lower scoring CSRs. High-scoring CSRs consistently outperformed their counterparts in:
Gallup's analysis also revealed that CSRs who scored in the top quartile on the Gallup assessment performed at a substantially higher level, on average on the four metrics above, than CSRs who were hired before the Gallup solution was implemented.
Inbound Sales Representative
Inbound sales representatives (ISRs) hired using the Gallup selection process produced substantially more sales revenue more efficiently than did ISRs with much lower scores.
Companies don't apply enough rigor and precision to managing the human side of business. That's about to change.| LEARNING EVENTS | ||||||||
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