When recruiting it can sometimes be daunting as to how to assess the skills that they say they have. This slideshow offers you how to solve this through various techniques that will help you in your selection process.

1. Assessment for Volume and Management
Candidates at Selection Stage
Copyright @2013 Ramsey Hall Ltd. All rights reserved.
Call +44 (0) 23 80236944
www.ramseyhall.com

2. Contact Centre Solution
The OPG Contact Centre Solution Offers Proven Competency Measures:
Working with Information
Measures the ability to efficiently and effectively use
numerical and analytical reasoning to gather information and
solve real-world problems
Customer Focus
Measures the tendency to show enthusiasm when
interacting with customers. This trait is characterized by:
•
•
•
•
Apologising sincerely for inconveniences
Being patient
Tolerating rude customers calmly
Searching for information or products for customers
Copyright @2013 Ramsey Hall Ltd. All rights reserved.
Call +44 (0) 23 80236944
www.ramseyhall.com

3. Contact Centre Solution
The OPG Contact Centre Solution Offers Proven Competency Measures:
Contact Centre Retention
Measures a candidate’s:
•
•
•
•
•
Background
Experiences
Attitudes
Judgments
Opinions that are associated with increased job tenure in
entry-level contact centre positions
Navigation
Measures a candidate’s interactions within a realistic contact
centre environment by providing a workspace that simulates
multiple applications running on a Windows desktop
simultaneously
Copyright @2013 Ramsey Hall Ltd. All rights reserved.
Call +44 (0) 23 80236944
www.ramseyhall.com

4. Contact Centre Solution
The OPG Contact Centre Solution Offers Proven Competency Measures:
Service Orientation
Measures a candidate’s tendency to focus on meeting
customers’ needs in a simulated telephone call. It includes
the tone and language used to respond to customers’
questions, apologizing when appropriate, and providing
solutions that directly relate to customers’ requests
?
Tactful Problem Solving
Measures a candidate’s tendency to engage in problem
solving with customers during simulated telephone calls.
This includes acquiring necessary information from both
customers and systems to understand the nature of the
problem, working through ambiguity to determine the correct
answer, and tactfully explaining the resolution of the
situation to customers
Copyright @2013 Ramsey Hall Ltd. All rights reserved.
Call +44 (0) 23 80236944
www.ramseyhall.com

5. Contact Centre Solution
The OPG Contact Centre Solution Offers Proven Competency Measures:
Data Entry Speed
Measures a candidate’s ability to listen to and record
information received from customers quickly
Data Entry Accuracy
Measures a candidate’s ability to listen to and record
information received from customers accurately
Multi-tasking
Measures a candidate’s preference for engaging in multiple
tasks simultaneously, such as talking to customers on the
phone while at the same time looking up information on a
computer system
Copyright @2013 Ramsey Hall Ltd. All rights reserved.
Call +44 (0) 23 80236944
www.ramseyhall.com

6. Contact Centre Solution
The OPG Contact Centre Solution Offers Proven Competency Measures:
Achievement Orientation
Measures the potential for success in entry-level and
customer service jobs. This scale measures self esteem and
developmental indicators of success in entry-level customer
service jobs through questions regarding:
•
•
•
•
Developmental influences
Self-esteem
Work history
Work related values and attitudes
Conscientiousness
Measures the tendency to be aware of and follow company
policies and procedures, including:
•
•
•
Working in an organized manner
Returning from meals and breaks on time
Working when colleagues are not working
Copyright @2013 Ramsey Hall Ltd. All rights reserved.
Call +44 (0) 23 80236944
www.ramseyhall.com

7. Dependability & Reliability Instrument (DSI)
Identifying productive, safe and reliable employees
• Forced choice online questionnaire
• Takes 15 minutes to complete
• Can be used as a pre interview
screen
• Suitable for employees up to team
leader
• Costs as little as £12 + VAT each with
discounts for bulk orders on account
Copyright @2013 Ramsey Hall Ltd. All rights reserved.
Call +44 (0) 23 80236944
www.ramseyhall.com

8. Dependability & Reliability Instrument (DSI)
What does the DSI measure?
Absenteeism
The world’s leading supplier of security services recognised the cost of
absenteeism to their business, particularly in their driver and cash handler
teams. Using DSI, they showed that those with a ‘below average’ DSI
score were more than six times as likely to be absent without
authorisation.
Customer Service
Screened against the competencies set out by Vodafone UK©, high
scoring participants were three times more likely to be client focused; over
ten times more likely to comply with company policies and procedures;
and four times more likely to cope with pressure and be reliable.
Health & Safety
By using DSI as part of their recruitment process Qantas are able to have
a more holistic approach to identifying those applicants for their
apprentice aircraft maintenance engineer roles who are most likely to be
reliable.
Copyright @2013 Ramsey Hall Ltd. All rights reserved.
Call +44 (0) 23 80236944
www.ramseyhall.com

9. Customer Contact Styles Questionnaire (CCSQ)
Reduce Staff Turnover and Increase Performance
• The CCSQ is a powerful, complementary
tool to ability testing and a structured
interview
• The CCSQ is ideal for recruitment in call
centres, retail, sales and customer
service
• Takes just 30 minutes to complete online
• Cost varies between £50 - £90 + VAT per
test before any discount
Copyright @2013 Ramsey Hall Ltd. All rights reserved.
Call +44 (0) 23 80236944
www.ramseyhall.com

10. Verify Ability Tests
Reduce Staff Turnover and Increase Performance
Assess capabilities such as:
1.
Verbal reasoning
2.
Numerical reasoning
3.
Checking
4.
Inductive Reasoning (problem solving)
Copyright @2013 Ramsey Hall Ltd. All rights reserved.
Call +44 (0) 23 80236944
www.ramseyhall.com

11. Simulation Exercises
Reduce Staff Turnover and Increase Performance
• A range of exercises which assess
capabilities in delivering services, work
performance, supervision etc
• Uses an online business simulation format
• Complimented by the well respected
scenarios tests for supervisors and
management
• Costs vary between £30 - £90 + VAT
before discounts
Copyright @2013 Ramsey Hall Ltd. All rights reserved.
Call +44 (0) 23 80236944
www.ramseyhall.com

12. High Potential Identification
Reduce Staff Turnover and Increase Performance
• By using a range of online and offline
solutions
• Can be undertaken in an assessment
centre format using bespoke exercises and
in depth interviews
• The OPG can train your team in
assessment centre techniques
Copyright @2013 Ramsey Hall Ltd. All rights reserved.
Call +44 (0) 23 80236944
www.ramseyhall.com

13. Executive Selection / Appraisal
Reduce Staff Turnover and Increase Performance
• Is best deployed for internal promotions and
external hires
• Involves one on one assessment on and off line
• Uses a leadership and business simulation
approach
• Typical tools include OPQ32, Verify and
Scenarios with bespoke feedback reports
• Takes the form of an evaluation which can later
be adapted to being a Personal Development
Plan
Copyright @2013 Ramsey Hall Ltd. All rights reserved.
Call +44 (0) 23 80236944
www.ramseyhall.com

14. Realistic Job Preview & Online Tools
Reduce Staff Turnover and Increase Performance
• The OPG can work with applicant tracking
system suppliers to build online sifting tools
such as realistic job preview, killer questions
etc
• Team is experienced in employee
communications and attraction
• Saves considerable time and money over
the medium term
• Improves the hiring process and experience
Copyright @2013 Ramsey Hall Ltd. All rights reserved.
Call +44 (0) 23 80236944
www.ramseyhall.com

15. Why OPG & RHL?
• Unique team which combines recruitment
expertise with assessment and HR know how
• The OPG is not just an assessment specialist
but business advisors
•
SHL Enterprise Partner are a boutique
consultancy that can pass on cost savings to
clients
•
Flexible solution which requires the
consultancy to have sufficient scale to
accommodate
Copyright @2013 Ramsey Hall Ltd. All rights reserved.
Call +44 (0) 23 80236944
www.ramseyhall.com

16. For more slides, articles and white papers please visit our website or follow us online
Call +44 (0) 23 80236944
Linkedin.com/company/ramsey-hall
@TheRHLgroup
www.ramseyhall.com
Google.com/+ramseyhall
Facebook.com/theRHLgroup