This tool gives us a unique ability to quantitatively assess that quality before we ever put an agent on the phone, no matter what country or region the prospective employee is from. We believe it will help us significantly improve the quality of our agent base.
New York, NY (PRWEB) September 17, 2008
iQor, a global business process outsourcing company, launched its proprietary emotional aptitude testing technology - called eAptSM - for pre-employment testing.
The proprietary technology was developed by iQor in collaboration with a renowned Columbia University labor economist. eApt measures a candidate's emotional, conversational, and intellectual skills, as well as the likelihood that the candidate will remain working at the company over time. It converts these factors into a probability of success in various kinds of call center work.
"The quality of any customer's experience depends on the quality of the agent with whom they are dealing," said Vikas Kapoor, President and Chief Executive Officer of iQor. "This tool gives us a unique ability to quantitatively assess that quality before we ever put an agent on the phone, no matter what country or region the prospective employee is from. We believe it will help us significantly improve the quality of our agent base."
eApt can be accessed via iQor's website anywhere in the world. Achieving an adequate eApt score is now a requirement for employment at iQor.
iQor (http://www.iqor.com) provides business process outsourcing to some of the best-known companies in the world from 21 Call Centers of Excellence in five countries and four continents. iQor's 8,000 employees work with state-of-the-art technology that affords maximum flexibility to iQor customers to tap the best skills of a global workforce. It serves clients from a range of industries including financial services, telecommunications and government. Its services include customer care, customer retention and revenue recovery.
eApt is a servicemark of iQor, Inc.