Presented By: Tammy Fornelius, SPHR, VP Strategic Recruiting, StarTek; and Ken Lahti, Ph.D., Director of Product Strategy and Development, PreVisor Inc.
Date: On Demand Presentation - Available June 30th.
Hiring effectively for each role and each level within your contact center is critical for your success. With the cost of a bad hire ranging from $15,000 to over $100,000, who can afford to make the mistake? Join us for this engaging discussion where you will hear how leading contact centers use online assessment programs to drive impact to their bottom line.
You will learn:
• What an assessment is and how to design an assessment program following industry best practices
• How assessments can help you improve key performance indicators such as productivity, attendance, turnover, customer satisfaction and sales
• Customer results that include:
o $5 million saved in reduced turnover costs
o Collections agents driving an additional $11K per month
o An 11% increase in average calls handled per year
Presenters:
Tammy has spent the last 15 years of her career in HR and Staffing with primary experience in high volume/high turnover industries. Today she is the Vice President of Strategic Recruiting at StarTek, an International Business Processing Outsourcer with over 9,000 employees that provide customer service support for the telecommunications industry in 21 international contact centers. She quips that one day she hopes to compile her HR/Staffing experiences in a book titled You Can't Be Serious!
Ken Lahti completed his Ph.D. in Industrial-Organizational Psychology at Colorado State University and has over 10 years experience in the field of personnel selection and assessment. His interest areas include ROI / utility of assessment programs, selection system design, executive leadership processes, use of strategic vision to inspire employees, and employee citizenship and job performance. Ken has developed a variety of tools including personality assessments, cognitive ability and achievement tests, organizational culture/climate surveys, performance evaluations, and behavioral simulations and assessment centers. In addition, he has taught numerous university courses Ken has been with PreVisor for four years and is currently Director of Product Strategy and Development, where he works with Fortune 500 clients at the intersection of business and science, designing selection systems to meet strategic human capital management goals.