Case Study: Leading Business Process Outsourcing Company

This client is recognized as one of the leading business process outsourcing companies that is well known for the quality of their work and the dedication to their clients. Their service-oriented team serves Fortune 500 brands in industries such as automotive, insurance, healthcare, and many more. They work to be true partners to their clients working together to leverage award-winning people, processes and technology to exceed client expectations.

This client has used assessments of all kinds on various assessment platforms. When they were looking into HR Avatar, they were seeking an assessment provider that provided candidates a great experience when completing assessments. The client was also interested in an assessment provider that could demonstrate validity in their assessment process. In search of a provider that met their expectations, HR Avatar became one of their top choices.

The client’s biggest desire when they signed up for HR Avatar, was to create a seamless process for candidates within the assessment experience. They wanted their assessments to be able to be completed 100% remote, while seamlessly going from one assessment to the next. HR Avatar offered proctoring, which was also unique and a big reason why HR Avatar became one of their top choices.

The client has been using HR Avatar assessments for their hiring decisions for 4 years now (since 2018) and wanted to know if they were utilizing the correct assessments in the hiring processes.

HR Avatar’s science team provided the opportunity to conduct a validity study on the assessments they use, allowing the client to quantify the relationship between assessment scores and job performance metrics in their organization. Answering the question: Is the assessment helping improve our quality of hire?

Doing a validation study also enabled HR Avatar to provide customized scoring for the company and provide evidence that supported their use of the assessments.

High Scorers with HR Avatar Assessments have Higher Productivity and Worked Faster.

• Average Call Handling Time was 30% lower for high scoring applicants than for low scoring applicants.
• Worker Quality Score (a performance measure) a performance measure was 31% higher for high scoring applicants compared with low scoring applicants.
• Accumulated Job Knowledge (after 1 year) was 16% higher for high scoring applicants compared with low scoring applicants.
• Flexibility (independent performance measure) was 28% higher for high scoring applicants compared with low scoring applicants.

Multiple roles were identified for this validation study two of which will be discussed: (1) customer service representative (healthcare) and (2) an administrative case manager type role.

Role 1: Customer Service Representative

Typing Speed and Accuracy assessment in comparison with Average Handle Times showed that on average, high scorers on the Typing Speed and Accuracy assessment worked faster than low scorers.

On average, high scorers on the Alphanumeric Data Entry assessment had higher quality performance scores than that of low scorers.

Role 2: Administrative Case Manager

High scorers on Analytical Thinking & Attention to Detail within our Sales Representative - Services job-specific assessment had higher job knowledge test scores¹ than that of low scorers.

High scorers on Analytical Thinking & Attention to Detail within our Sales Representative - Services job-specific assessment had higher flexibility² performance scores than that of low scorers.

¹Job knowledge test scores include knowledge of procedures, policies, and rules for performing the job.

²Flexibility rating measures how well someone adapts to change, enjoys learning, and is not easily annoyed (1-10 rating).