The Challenge

Screening call-centre employees can be tricky because assessing at this level becomes way too expensive. The cost of doing a numeracy, literacy, customer skills and a few skill/ ability tests could end up more than R1000 per person and the turnover of the category of staff is so high, requiring an additional solution that helps improve retention at this level.

The Solution

Encapsulate Consulting, assessment specialists, offer a world first, multidisciplinary technology solution that accurately predicts call-centre candidate and employee performance, retention and potential. This web-based technology solution scientifically profiles, screens, shortlists and ranks candidates according to key predictors of performance, potential AND retention.

How Does it Work?

This a brilliant assessment tool and ranking technology in one;

  • We have a prebuilt library of assessments for various call-centre roles
  • These assessments intelligently screen all applicants and ranks them in a totally scientific and unbiased way based on scientifically proven predictors of performance & retention
  • The assessments are not psychometric so the assessment link can be built into your recruitment platform/process prior to even engaging applicants
  • Assessments are skills based and tested through either scenarios or objective testing. We also consider some neuro-science components and we can test extent a candidate would match a company’s culture

The Benefits

  • Cost-effective
  • Combines behaviour and science
  • Unbiased decision making
  • Raises standards, reduces costs
  • Finds the right people- less effort
  • Placement accuracy up to 95%
  • Unlike other assessment products, this solution is not charged by number of job applicants assessed- VOLUME BUCKETS AND UNLIMITED ASSESSMENTS FOR A SET MONTHLY FEE OPTIONS