Contact Center Solutions Featured Article

PreVisor Announces New Contact Center Solution

January 28, 2008

PreVisor has released of a new Contact Center Solution that meets the complex challenges of agent selection, performance and retention.
According to PreVisor, their Contact Center Solution is a holistic assessment of key contact center competencies that impact performance metrics. These competencies include customer service ratings, average handle time, quality assurance, agent-adherence to policy, cross-selling, and 90-day post-hire retention.

Noel Sitzmann, CEO, PreVisor said in a statement that for more than 20 years now, organizations are using their assessment content to improve upon common contact center challenges such as turnover and customer satisfaction. PreVisor’s years of research and assessment expertise have resulted in the creation of an assessment solution that accurately identifies the candidates who are most likely to be high-performers and stay on the job longer.
Sitzmann indicated that this translates into improvements to the bottom line and a measurable ROI for call center operations within any industry. He explained that the new solution delivers enhanced features, and introduces highly predictive content, such as dynamically-presented, cognitive ability measurements, virtual contact center scenarios and a retention predictor.
The company further explains that large contact center employers from many industries, including travel and tourism, telecom and insurance, among others, contributed to the development of the final solution.
Dr. Mike Fetzer, vice president of content development for PreVisor said that their company validates the content within actual call centers to maintain the highest quality standards and ensures that only the most predictive content is retained for the final solution release.
He emphasized that realistic screening and assessment can significantly increase the quality of the candidates that make it to the next stage in the selection process and ultimately improve overall performance of the operation.
Anuradha Shukla is a contributing editor for ContactCenterSolutions, covering call centers, CRM and information technology. To see more of her articles, please visit her columnist page.