A validation study to further improve the assessment process
To stay at the forefront of recruiting best practice, the hiring team at Telenor decided to evaluate their current processes. Several years ago, Aon helped Telenor to define the characteristics of a successful customer service agent, and to design the assessment process.
- Review how the pre-hire assessment process is working.
- Check that the sucess profile remains accurate and whether it can be improved.
- Understand the impact on the business KPIs
“We have become a more efficient organization,delivering extraordinary sales performance atthe same time as our customers receiving aneven better quality and service experience.” - Øystein Nyberg Pedersen and Elise Vigerust, Recruitment Managers, Telenor
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