Are Assessment Centres the way to recruit call centre staff or should we be looking at other ways?

We have all been there, haven't we?  Our company goes through yet another change and we find ourselves required to attend an assessment centre. Or we are looking to change our job and move to a call centre but it would seem the only way in is via an assessment day.

We are put through a series of exercises which are supposed to identify are abilities, competencies, call it what you will. We are told at the very beginning it is not competitive but only 2 people will get a job so we have to be better than the rest.  Don't we?

The exercises do not necessarily relate directly to the specific role we are seeking but are designed to cover all the skills/competencies required for the role.

Is this really the way to do it to get the right people whether we are looking for agents or managers?

On the Positive Side

Assessment Centres mean a number of people can be taken through identical exercises at the same time. It can therefore be used for volume recruitment or smaller requirements all in the same day.

They are supposed to be fair and equal to all - exercises are identical and assessors impartial.

As a number of exercises are conducted candidates do have the opportunity to regain lost ground if they have a bad exercise by performing well in the other exercises.

It lends itself to assessing both internal and external candidates.

Assessment centres enable us to route candidates into the right roles for their particular skills if there is more then one role on offer.

On the Negative Side

Are Assessment Centres truly able to be fair and equal to all?  Take a group exercise for instance, if the make up of the groups differ, are some candidates not advantaged or disadvantaged, in comparison to others.

If there are internal candidates is the work history and performance over a number of years not more truly reflective of how they perform than a snap shot taken on one day?

Do the exercises mean we are best equipped to do a particular role. We score 98% on the numeric testing but do we really need this level of numeracy to do the job. Are the exercises actually weighted to reflect the requirements of the role or are centres adopting a "one size fits all" attitude.

Recruitment via Assessment Centres can be expensive and, of course, results in the terms of successful candidates cannot be guaranteed. .

These are just some points to consider when you need to fill a role. We have to be seen to be fair to all and to get the best person for the role and there may be other ways of doing this to achieve what we set out to do.

Other Methods

For Internal Candidates a simple interview with the assessor having first had access to all historical performance records may be sufficient. Better still if the manager involved can actually be present  - after all he or she will have to work with this person.

Could personality/emotional testing be sufficient in itself to determine whether someone is right for the role?

Team working is vital in a call centre environment as is the personality of the individual.  Could testing of this nature mean we secure the "right" individual for the pressures of the call centre work place?

On line screening processes to assess new employees are now coming more into practice.

Conclusion

At the end of the day there is probably a place for all methods including Assessment Centres. It depends on the individual company's requirements as to what works best for them.

It may be no internal candidates are available. It may be cost, numbers involved and/or timescales.

Assessment centres certainly have the edge when we are thinking of volume recruitment in a short space of time.

Assessment centres need not necessarily be run by outsiders - managers are free to involve themselves as much or as little as they wish.

It is fair to say of Assessment Centres they do play a part in an individual's work place development whether they are successful or not.

So if you find yourself at an Assessment event give it your best shot, learn from it and, hopefully, you will be successful.