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Refining Hiring Assessments for Customer Service Agents at Telenor

February 4, 2020 Aon's Assessment Solutions

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.

The study showed that:

  • High performance in the role can be predicted from candidate talent assessment scores during hiring.
  • The right hiring decisions are being made.
  • The business impact of hiring applicants with strong job fit is significant.
  • The success prfile used in recruitment could be further refined to reflect the reality of the role.

Read the case study to find out exactly how Telenor achieved these effects.

 

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Aon creates smart measurement solutions with valid and innovative online assessment products. Aon is globally the preferred partner for organisations who demand the best.

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