Refining the Pre-hire Assessment Process of 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 Challenge:

  • 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

If you find this one pager interesting, click here to read the whole case study.

About the Author

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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Refining Hiring Assessments for Customer Service Agents at Telenor
Refining Hiring Assessments for Customer Service Agents at Telenor

To stay at the forefront of recruiting best practice and increase their ROI of talent assessment, Aon worke...


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