Frequently Asked Questions
About Pre-Employment Testing in Call Centers
What are employment tests?
The term "employment test" usually refers to a standardized tool for asking questions of job candidates,
whether written or oral. In addition, tests may be physical or procedural, requiring job candidates to
perform certain tasks or physical activities within specified constraints. These traditional tests and
other pre-employment assessment procedures — such as interviews — are considered selection
procedures under federal law.
How can tests help my selection process?
Businesses typically use tests to identify and hire the best people for the job and the organization in
a fair and efficient manner. Tests have several advantages over traditional interviews and other commonly
used hiring and placement procedures:
- Tests are even-handed, asking the same questions of everyone.
- Well-designed and validated tests are effective, fair, and legal in predicting success on the job.
- Tests allow the candidate's answers to be compared with hundreds or thousands of other people's answers to the same questions under similar conditions.
- Tests have a proven return on investment.
- Tests help companies hire more motivated, productive, and satisfied workers.
No other hiring procedure can make these claims.
What do our tests predict for call centers?
Call centers use our tests to help judge an applicant's suitability for a particular job. These tests measure
Call centers also use our tests to assess training needs. Test results can indicate whether individuals
know how to do their jobs and which specific tasks need improvement. Training and development personnel can
use this information to target training needs and implement programs that support increased productivity.
Is it legal to use tests for employment purposes?
Yes. Tests are just one of a number of procedures that have a legitimate place in making employment
decisions. Like other parts of relationships between companies and employees, tests are subject to
both legal and professional guidelines.
Are tests cost-effective?
Yes. Cost-benefit studies usually show substantial returns on investment for valid selection tests.
Use our ROI calculators to learn conservative estimates of the savings
you can achieve by adding valid tests to your selection process.
Are pre-employment tests easily faked?
Although some people believe they can outsmart a test, it is seldom the case. Tests developed for use
in settings where there may be an incentive to cheat are constructed with checks that identify inconsistent
or inappropriate answers. These alert the test administrator that someone has attempted to answer questions
deceptively. Test publishers and test users are also careful to maintain the security of tests.
What should I consider in trying to determine which test to use?
A clear understanding of the job and its requirements are crucial to determining which test to use.
You should identify tests that are appropriate for the job, then evaluate validity evidence, adverse
impact, administrative issues (e.g., ease of use and results tracking), qualifications of the test
developers, and cost.
When should tests be used in the selection process?
The least expensive and most valid procedures should be used as early in the selection process as
possible. In contrast to the time spent by interviewers, most selection tests are much less expensive
than the cost of their time. This allows the more expensive and in-depth procedures to be applied
to a smaller, better-qualified pool of candidates.
Can I get assistance in setting up a testing program for hiring agents?
Absolutely. As a standard procedure, our test-development professionals gather information about
the job and your critical workforce challenges (such as turnover or improving workforce quality).
We work with you to select the most appropriate and cost-effective tests for addressing your needs.
If you have other questions you would like answered, please contact us at 1-888-785-4672 or
assessment@limra.com.
|
