Dr. Wendell Williams Offers Employment Testing Expertise to the Call Center World

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Scientific Selection founder provides best-practice recommendations in a new book from Call Center Press.

Dr. Wendell Williams, a well-known expert on human performance assessment and the founder of ScientificSelection, LLC, has been recognized in a recent publication on improving sales performance in the call center environment. According to the new book, Driving Peak Sales Performance in Call Centers, the crucial first step in improving the performance of call center staff echoes the teachings of Dr. Williams: source, select, and retain the right people in the first place.

Defining best practices

“It’s gratifying to be recognized as helping define best practices in an industry,” says Dr. Williams. “But as a longtime champion of test-based assessment, I find it even more satisfying to see that rational, scientific hiring practices are now considered an essential part of the “textbook” approach to performance. In this area, at least, testing has finally achieved the status of orthodoxy.”

The book delivers tools, practices, and strategies for driving large-scale sales improvements in call center operations. Written for line managers, executives, and anyone else interested in the call center world, it offers a best-practice-based approach drawn from Murcott’s own experience, advice from industry experts such as Dr. Williams, and lessons drawn from American Express, Convergys, Cox communications, Hilton Hotels, Land’s End, and others.

Staffing at the root of performance

Once a call center organization has identified a performance gap and committed to a path of improvement, says Murcott, the process must begin with selection. “Training can make people work better, and incentives can make them work harder,” says Dr. Williams, “But nothing can ‘fix’ hiring mistakes once they have already been committed. And those mistakes can haunt you for a long, long time.” The book goes on to discuss his recommendations for assessing the full range of job competencies including Attitudes, Interests, and Motivations (AIMS), using realistic simulations and validated tests, and making hiring decisions based on measurable data.

“Call centers have been seen as a kind of test laboratory for selection techniques, because the job competencies are very well-defined, performance is easy to measure – and perhaps not least, because performance and turnover are often problematic,” Dr. Williams says. “In other environments and for higher-level, salaried employees, rational selection has made less progress to date. It’s still seen by many as more of an innovation than a necessity. But with every piece of evidence, such as this book, managers and executives are gradually coming to their senses.”

About the book

Driving Peak Sales Performance in Call Centers is published by Call Center Press, a division of the Incoming Calls Management Institute (ICMI). Based in Annapolis, MD, ICMI is a global leader in education and consulting to help organizations understand the dynamics of call center management, improve operational performance, and achieve business results.

Mary Murcott is a business transformation executive and founder of Performance Transformations Inc., a consulting firm located in Dallas. She specializes in leading high-performance teams to attain best-in-class technology, service, sales, and economics. Mary has been instrumental in driving performance turnarounds, startups, mergers, and consolidations at several leading companies including DHL, Ryder TRS and Cox Communications. She is a highly sought-after speaker, and has delivered keynote speeches at industry conferences around the world.

About Scientific Selection

ScientificSelection works with client organizations and third-party test providers to develop solid processes to screen, hire, measure, and promote people more effectively. The firm was established on the principle that “selection is a science” – at least, when done correctly. Their approach is rigorously quantitative, their methods are objectively validated, and their results include dramatic improvements in productivity and profitability. The firm’s founder and managing director is Dr. Wendell Williams, a respected leader in industrial psychology, prolific author, experienced practitioner, and self-described “test geek.” For more information, please visit http://www.scientificselection.com, or contact info@scientificselection.com.

Media Contact:    Donna Lehman

Phone:        770-565-7275

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