HRMC's “Voice Audition” Technology Integrates Assessments from Profiles International for Offshore Call Center Hiring

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HRMC’s Acclaim(SM) uses workflow automation and 360-degree assessments to evaluate candidates; the most qualified are moved to a “Voice Audition" to evaluate language competency, critical in predicting success for offshore customer service staff.

"Combining voice audition technology and specialized 360-degree assessments in one seamless process can help organizations more effectively fill offshore customer-facing positions—from call center representatives to IT support techs."

Human Resource Management Center (HRMC), a pioneer in applying cutting-edge technology to talent acquisition (http://www.hrmc.com/), today announces a strategic alliance with Profiles International (http://www.profilesinternational.com/home.aspx), a leading provider of employee assessments. Under the partnership, HRMC will integrate Profiles International’s XT Assessment (ProfileXT®) with its web and IVR-enabled talent acquisition solution Acclaim(SM) to identify qualified candidates and seamlessly move them to an automated “Voice Audition” to determine their language competency to fill offshore call center positions.

Combining voice audition technology and specialized 360-degree assessments in one seamless process can help organizations more effectively fill offshore customer-facing positions—from call center representatives to IT support techs. In addition to assessing candidates for skill and organizational fit—which are key predictors of job performance—capturing their “voice print” and language competency are essential to making the right hiring decisions for positions where customer interaction is the focus.

“As more organizations move their call centers overseas, they all-too-often entrust critical customer service interactions to reps that don't have the necessary communications proficiency to handle technical questions, let alone basic sales calls,” said Ron Selewach, CEO of HRMC. “Testing for language proficiency coupled with cultural cognition has typically been outside the scope of candidate assessment technology. By combining intuitive assessments with a voice audition, hiring managers will be able to thoroughly assess and evaluate candidates responding in real-time, in a simulated customer-service environment, based on a voice print that provides the comprehensive information required to make a sound hiring decision.”

The ProfileXT is a multi-purpose “Total Person” assessment that measures how well an individual fits specific jobs within an organization and helps hiring managers select candidates who have the highest probability of being successful in a role. Acclaim’s automated workflow leverages ProfileXT to allow hiring managers to determine whether a candidate is better suited for Customer Service, Technical Support, Collections, or Sales. Once screening and assessments are complete, qualified candidates are then seamlessly moved to a voice audition that is enabled by Acclaim’s IVR-technology where they respond to questions that will assess language competency. The voice audition and language competency will help determine, for example, whether candidates in another country speak English well enough to understand, be understood, correctly empathize with subtle emotional cues, and formulate an articulate response to help resolve customer service issues for U.S. based customers. The landmark implementation of this integrated employee assessment and voice audition solution is underway in the talent acquisition process for two call centers in the Philippines.

“We are excited about our alliance with HRMC. It is extremely important to stay on the cutting edge of innovation in our industry and HRMC helps us provide more value and convenience to our clients,” said Bud Haney, CEO of Profiles International.

About HRMC, Inc.

Human Resource Management Center, Inc. (HRMC) is a pioneering candidate acquisition solutions provider that helps organizations of all sizes and across all industries to select, assess, and hire top performers. Our flagship solution, HRMC Acclaim(SM), engages candidates in automated, single-session interviews that pre-qualify and rank-order applicants using assessment tools based on validated job analyses. The system then measures the success of the selection to improve retention and further refine the selection process. Whether accessed over the Web or the phone—or a combination—users are led through an interactive experience that approximates true human interaction, resulting in "stickier," more effective interviews and employee surveys, as well as more satisfying candidate experiences. Acclaim can be deployed as a complete, standalone talent acquisition solution or extend the functionality of an installed applicant tracking system (ATS). HRMC is headquartered in Tampa, Florida, and is privately held. For more information, visit the company's Web site at http://www.hrmc.com.

About Profiles International, Inc.

Profiles International offers assessment solutions that enable organizations to select the right people and develop them to their full potential. Visit their website at http://profilesinternational.com.

For additional information, contact:

Michele Rubin
BackBone, Inc. (for HRMC)
Public Relations
860-887-5589

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Michele Rubin
BackBone, Inc.
860-887-5589
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