Call Center Agents Wanted for Study

Researcher will use data to design application that determines and reduced employee turnover in call centers

By Lisa Picarille

Posted Aug 22, 2002

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The DeGarmo Group, a human resource consultancy that has developed applications to measure the likelihood of call center turnover in customer service and telemarketing organizations, is branching out call center collections agents. The DeGarmo Group, which developed the Call Center Fit Index Web-based employment test (CCFIweb), is currently seeking organizations with call centers to participate in research for the validation of a new call center employment test, according to DeGarmo Group Vice President Anthony Adorno. These applications are test designed to allow call center supervisor to use in the hiring process to help determine the likelihood of a prospective employee leaving the company. For its research, The DeGarmo Group is looking for thousands of call center representatives to participate in the study. These call center groups can be from any industry and of any size, although Adorno says the larger the better to help produce consistent and reliable results. For participating in the study, each company will receive a copy of the findings and free access to the online test validation created as a result of the research. Research participants are required to log into a special website and take a 20 minute test. Following that test, the participants will also complete a short job satisfaction survey. Once all the data is complete, The DeGarmo Group will analyze it and release the findings as well as the validation application in the first quarter of 2003. To participate in the study, which is expected to begin in early September, email adorno@degarmogroup.com or call 309-820-1435.

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