Kronos® Unveils Behavioral Assessment to Identify More Reliable Customer Service Staff
New assessment helps improve workforce quality and increase retention
2008-06-09
CHELMSFORD, Mass., June 9, 2008 — In today's ultra-competitive marketplace where building a quality workforce is key to maintaining a competitive edge, organizations are finding it more and more difficult to attract, hire, and retain the best employees. For many years, scientifically validated behavioral assessments from Kronos® Incorporated have guided employer selection and hiring decisions, ultimately improving workforce quality and retention. Today, Kronos introduced a new assessment, the Service Reliability Assessment, which helps Kronos customers identify more reliable applicants for public-facing, hourly service jobs.
The Service Reliability Assessment can be deployed across customer-facing positions in retail, grocery, casual dining, and other service industry sectors. Derived from a large study group of 530,000 hires across 24 companies, the Service Reliability Assessment measures critical aspects of an applicant's personality and motivation that influence their likelihood to stay longer and perform successfully in a variety of service-oriented jobs.
Increase employee retention, reduce early quits
Tools that can help reduce turnover, by lowering the probability of a bad hire are extremely valuable to organizations with a high concentration of hourly workers. The Service Reliability Assessment helps to identify candidates prone to early quits and attrition, ultimately improving the quality of applicants hired in service-oriented positions, by reducing the incidence of involuntary termination and increasing average length of service.
"The Service Reliability Assessment represents a significant improvement over traditional employment tests," said Dr. David Scarborough, chief scientist, Kronos Talent Management Division. "The exceptionally large study group used to develop this assessment made it possible to apply pattern recognition technology that simultaneously screens for longer employee tenure and lower rates of delinquency. The complexity of the scoring algorithm also makes this test exceptionally difficult to manipulate for a positive score. The result is a solid, predictive employment test that can help organizations to increase competitive advantage by improving the quality of applicants selected for service-oriented positions."
Steve Earl, director of marketing, Kronos Talent Management Division, commented, "In industries where customer service is paramount to success, the ability to identify reliable candidates in these customer facing positions is critical. At Kronos, our science is our differentiator. Our talented team of industrial/organizational (I/O) psychologists, economists, and analysts work with some of the largest datasets in this field to deliver highly predictive selection tools. Our customers benefit when these tools are delivered as part of our integrated hiring management solution."
For related news announced today, visit: http://www.kronos.com/About/PressReleases.htm.
About Kronos Incorporated
Kronos Incorporated empowers organizations around the world to effectively manage their workforce. At Kronos, we are experts who are solely focused on delivering software and services that enable organizations to reduce costs, increase productivity, improve employee satisfaction, and ultimately enhance the level of service they provide. Kronos serves customers in more than 60 countries through its network of offices, subsidiaries, and distributors. Widely recognized as a market and thought leader in managing the workforce, Kronos has unrivaled reach with more than 30 million people using a Kronos solution every day. Learn more about Kronos at www.kronos.com.