High-quality agents are crucial for BPOs.
Candidate satisfaction is more important than ever, but BPOs across the world are struggling to hire, retain, and develop engaging agents in these challenging times.
Job applications are on the rise.
With low entry barriers and high rewards, there has been a staggering 112% increase in applications for contact center roles. Trying to manage that kind of volume with small recruiting teams is daunting.
Old hiring processes are less effective.
A rise in multi-lingual and remote contact centers increases demand for agents proficient in non-native languages and remote working. Assessing candidates for modern roles using outdated methods can result in poor fits.
Remotely developing BPO employees is crucial.
Your agents are under pressure, thanks to a rise in call complexity and increasingly impatient customers. Agents need to up their game, but remotely supporting, training, and developing your teams is a complex challenge.
SHL Contact Center Solution
SHL's end-to-end solution transforms your talent decisions with engaging assessments, simulations, and data-driven people insights to identify, hire, and develop high-performing contact center agents.
SHL talent solutions drive real business outcomes.
Efficiently manage high applicant volume.
Candidates assessed in just one month by a global BPO with SHL.
Find motivated talent who deliver great outcomes.
More calls handled per year per representative by SHL-identified high-scoring candidates.
Provide unparalleled customer service.
Increased likelihood of these high scorers receiving high CSAT ratings.
Hire and retain high-quality contact center talent.
Transform your hiring and talent development decisions with the power of SHL’s engaging experiences, assessment technology and actionable data.
Contact Center Hiring
Boost your BPO recruitment with SHL’s proven, powerful contact center assessments and simulations, and quickly find high-performing agents at scale.
Spoken and Written Language Assessments
Use AI-powered interactive language assessments to auto-evaluate candidates’ spoken and written language skills.
Contact Center Simulations
Identify the best customer-oriented agents by assessing critical skills, potential, and organizational fit inside realistic, but risk-free contact center environments.