We are very pleased to announce that Entretel has formed a partner relationship with the Self Management Group.
The Self Management Group is a world leader in profiling and predicting performance.
Over the past three decades, the Self Management Group (SMG) has built its success on a proven formula for the selection, development and retention of employees. In the 70’s, SMG was the first company to provide normative, psychometric profiles on the internet and since then they have become the largest sales profiling company in the world, operating 24/7, 360 days a year in 24 countries and in over 30 languages. Their unique, proprietary assessment tools, extensive data base and wide range of diagnostic assessments help organizations to use science and advanced statistical methods to measure and track the ROI of organizational initiatives. SMG consults with major North American corporations to develop customized selection processes, electronic recruiting and screening systems, behavioural-based interviewing techniques, and state-of-the-art psychometric profiling. The various validated assessment tools are suitable for selection, succession planning, leadership development, career management and coaching.
In the past year SMG has begun to focus its considerable talent on the contact centre industry. Already the results have consistently been very impressive:
Actual case #1:
Proven Client Results for Increased Retention
Client results before the use of SMG tools:
2006 Annual Turnover Rate – 54%
Client results using the SMG tools:
2007 Annual Turnover Rate – 23%
** After 1 year of utilizing the SMG Contact Centers Tools the client had a 31% reduction in turnover - providing the client with an annual savings of more then $2,200,000 dollars. **
Actual case #2:
Proven Client Results for Increased Performance
Client sales results when using the Contact Center Profile in Selection:
Average Monthly Sales Amounts |
|
‘Self Management’ score ≤ 30 |
$706,400 |
‘Self Management’ score > 30 |
$1,016,695 |
‘Comfort with Conflict’ score > 10 |
$995,750 |
‘Comfort with Conflict’ score ≤ 10 |
$680,800 |
**Sales were nearly 45% higher when ‘Self Management’ scores or ‘Comfort with Conflict’ scores where in the upper ranges**
Entretel
In the past twenty years, Entretel has become an innovation leader in contact centre performance optimization. Through development of its TelePro® and TelePro® Online systems, Entretel has created methodologies for measurably effective interpersonal skills development. Entretel has consulted with organizations internationally to optimize the performance of their front line, supervisory and management contact centre staff. Through a range of performance audit services, Entretel has helped organizations identify and respond to improvement opportunities.
Entretel has partnered with SMG to develop a diagnostic product focused on the contact centre, called the Contact Center Effectiveness Survey, and to enhance SMG’s presence in the contact centre industry through establishment of a distribution network for SMG’s contact centre related products.
Joint Product offerings:
Contact Center Effectiveness Survey
Entretel and the Self Management Group bring unique perspectives to the creation of this new product. Based on SMG’s proven Organizational Effectiveness Survey, the Contact Center Effectiveness Survey (CCES) focuses on issues unique to the contact centre environment.
The Contact Center Effectiveness Study is a customizable internet-based survey of contact centre staff. It collects data then analyses that data to provide a ‘finger on the pulse’ of those factors that affect contact centre effectiveness. With information provided by the CCES, contact centres can focus their improvement efforts on the most cogent strategic issues. This cost-effective tool provides indices on such areas as:
- Overall employee alignment / effectiveness;
- Retention / engagement and the extent to which employees are ‘at risk’ of terminating their employment (and which employee subgroups are most at risk);
- Employee perceptions of quality and quality assessment in your organization;
- Corporate and contact centre culture; and
- Employee perception of leadership / management in the organization and the contact centre.
The ContactCentreProTM
The ContactCenterPro™ is designed for the selection, training and coaching of people for customer contact centers and other roles that require first-rate client/customer relationship management. It assesses character traits, relevant attitudes, emotional intelligence, listening style and comfort with networking while providing interview and coaching suggestions.
In addition, the profile measures a candidate's likelihood of success in a role involving cross selling or up selling existing customers.
ContactCenterSimulatorTM
ContactCenterSimulatorTM is a state-of-the-art, cost effectiveness simulation tool that helps evaluate a candidate’s skills and competencies. This internet based and customizable simulation program, helps you select candidates that are more likely to stay, perform and deliver results.
- Tests keyboard efficiency, speed and accuracy;
- Assesses computer navigation skills;
- Assesses listening and memory skills;
- Assesses cognitive problem solving; and
- Tests understanding of customer needs.
- Provides a Day in Life simulation for the Candidate
