Face to Face Assessments

Delivering end-to-end permanent recruitment services, combining in-person assessment centres and structured assessment methodologies to identify high-performing contact centre professionals.

Background

The financial services not-for-profit client required access to a permanent recruitment solution to support its Member Services function. To identify candidates with the capabilities required for customer-facing contact centre roles, the client sought a structured recruitment process that combined multiple assessment methods with an in-person assessment centre experience.

Our Approach

Acting as an extension of the client's talent acquisition function, DFP collaborated closely with stakeholders to design and implement a structured recruitment methodology tailored to Member Services roles. DFP’s Assessment Specialist designed a process that enabled candidates to demonstrate their suitability through multiple assessment activities such as interviews, workplace simulations and interactive assessment exercises prior to final selection.

Key activities included:

• Application management and resume review.

• Pre-assessment with phone interview and online blended assessment.

• In-person assessment centres on site incorporating welcome and role overview, candidate introduction, group activity, behavioural interview and contact centre work sample assessment.

• Completion of reference checks

• Candidate communication throughout all stages of the recruitment process.

• Pre-start, first day induction and check ins throughout probation.

Outcomes

DFP's structured recruitment and in-person assessment centre methodology enabled the assessment of candidates against the behavioural, communication and customer service capabilities required for a Member Services roles, supporting informed hiring decisions and successful appointment outcomes:

• Over 500 candidates approached through targeted sourcing activities.

• Received and reviewed 200 applications for the Member Services Consultant.

• Conducted 95 phone interviews as part of the initial assessment process.

• In-person assessment centre activities attended by 45 candidates.

• Assessed 24 candidates as suitable, resulting in 20 successful offers and all candidates were retained beyond probation.