Shadowmatch’s Behavioral Benchmarking Tool Proves Critical to Call Center's Recruiting and Talent Deployment Success

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Shadowmatch USA case study immediately enabled financial company to recruit and deploy team members who were a match to successful performers in each of its divisions.

Successful Recruiting & Talent Deployment in Call Centers

Shadowmatch’s benchmarking tool has increased our business relationships and teamwork. As a result of implementing these methods, we have experienced top performance levels and adopted more efficient hiring and training practices.

Shadowmatch USA concluded a call center case study that shows it is important to take both a holistic and specific approach when recruiting and deploying an individual for a specific role in a call center.

Staff turnover has become a serious call center industry opportunity. Shadowmatch currently provides the only successful answer: consider each applicant and each environment (which includes culture, leadership style, all the different aspects of the working environment, the team dynamics, etc.) when matching the habits of the successful performers, in order to predict what is necessary to be successful in that specific role.

Mark Nelson, Senior Director of Shared Services of Suddenlink Communications, acknowledges, “Management must be provided with tools to develop and improve their potential at the highest level. Hiring and retaining the right people is key to success. Shadowmatch’s benchmarking tool has increased our business relationships and teamwork. As a result of implementing these methods, we have experienced top performance levels and adopted more efficient hiring and training practices."

Call centers are sophisticated operations where agents communicate with customers in various ways such as telephone, internet, email and fax. Call centers are very demanding on their employees.

Shadowmatch partnered with a company in the financial industry that runs a call center with 1,500-2,000 agents to do a case study using their behavioral benchmarking tools to recruit and hire new employees. The service provided by their call center agents includes both inbound and outbound service calls.

The company was battling an annual staff turnover percentage of nearly 70%. This was a huge challenge and had a significant impact on the service provided to customers. Because of the high cost to train call center employees, if an employee left within the first 12-18 months, it was a significant financial loss to the business.

Shadowmatch was introduced to the top management team of the call center, and they immediately started using the benchmarking solution and services for the recruitment of their staff.    

Shadowmatch immediately enabled this financial company to employ people that were a match to successful performers in each of the divisions. By having the benefit of almost 60 specific benchmarks and not just one generic call center profile, they could now place people in the team where they were best suited with a high level of precision.
Shadowmatch provided three distinct results:

1. It allowed the call center management to recruit and place people that had similar habits to the top performers in a specific area of business. This resulted in the new recruits quickly becoming top performers.

2. The ability to place people precisely shortened the training time. Because the new employees already shared the habits of the top performers, they immediately fit the team and quickly learned the competencies and skills.

3. The call center was able to reduce the annual staff turnover by almost 50%. In a period of ten months, they reduced their staff turnover from 70% to 26%.

"One of the most important assets any company possesses is its people. Understanding the importance of matching people with certain habits and behaviors to the appropriate position plays a huge part in making companies successful and performing at their highest levels," said Adrian Wood, ShadowmatchUSA's Co-founder.

Through this project, it became clear that you could not recruit successfully using generic assessments. The assessment used must be specific to the role and the environment. The top performers in an environment are always the best indicator of which habits are necessary to be successful in their role. This is the very reason why Shadowmatch has consistently proven to be the best way to precisely recruit and develop people.

Shadowmatch USA, based in Dallas and the exclusive provider and administrator of the Shadowmatch behavioral benchmarking tool in the U.S., is committed to positively impacting individuals and teams to accelerate business performance. The Shadowmatch system and services identify and predict specific employee habits and behaviors responsible for team’s success. Armed with these powerful insights, business leaders can better build, manage, develop and deploy their teams and individual employees. Follow our news on twitter @ShadowmatchUSA or like us on Facebook.

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