New JobMatch Test Helps Call Centers Choose Front-Line Managers With Greater Confidence

Windsor, CT, April 25, 2006 — LIMRA's new JobMatch employment test, launched today, helps call center directors select new front-line managers by assessing how well candidates match their center's unique management success profile. Front-line managers, such as supervisors and team leaders, fill an increasingly critical role in call centers today: coaching, monitoring, and coordinating service and sales activities to ensure that business strategies are put into action.

"Losing a manager is highly disruptive to center operations," said Malcolm McCulloch, Ph.D., senior research consultant in LIMRA's Assessment Solutions unit. "Front-line managers typically earn twice what agents earn, and the true cost of replacing them is about 150% of a single year's salary. Care must be taken to hire the best candidates, train them well, and continually groom them for excellence."

JobMatch complements and enhances the traditional interview process. It uses a competency-matching technique to assess each candidate's success potential at a particular center, identifies strengths and development needs, red flags areas of mismatch, and includes interview questions to further explore the match. The interview questions are accompanied by guidelines to evaluate candidate responses.

For more information and to view a sample report, visit the JobMatch page, or contact Rhonda Giacomarra at 860-298-3951 or rgiacomarra@limra.com.