Predicting Contact Center Agent Job Performance Through an Instant Messaging Assessment
Aon helped Elkjøp develop a new assessment and recruitment process for new hires.
The assessment was developed using typical Elkjøp-role-based scenarios. Ninety-six per cent of the current 300 contact center agents in Finland and Denmark completed the new assessment as part of the project. Their assessment scores were then analyzed alongside their own Key Performance Indicators (KPIs).
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