Self-Service Technology – Field Service Engineers
Improving The Candidate Experience.
A global leader in self-service technology and security systems commissioned the development and validation of Shaker Consulting Group’s employment testing tool Virtual Job Tryout® designed exclusively to predict successful transition from training into territory management, customer service orientation, and technical capabilities related to a superior-performing workforce in a highly technical field service and support role.
Candidates who perform well on the Virtual Job Tryout® achieve higher levels of performance on:
- Training Success
- First Time Repair Rates
- Customer Service and Satisfaction
- Career Stability
On-boarding and training for the Field Service Engineer takes several months and an investment of approximately $50,000. Improving new hire retention and faster path to achieving high performance post training were essential objectives for hitting customer satisfaction objectives and minimizing the cost of time and dollars from staffing waste. This global organization measures performance with a broad range of objective measures of productivity and supervisor ratings of on-the-job behaviors. The Field Service Engineer Virtual Job Tryout® predicts a broad range of behaviors critical to superior on-the-job performance. With a 50% improvement in new hire retention, hundreds of thousands of dollars are saved each year from reduced recruiting and training costs.
Objective Measures
- 50% Higher New Hire Retention Rate
- 2.5% Higher First Call Repair Rate
- 3.9% Lower Repeat Call Rate
- 1.9% Higher Overall Productivity Supervisor Ratings
- 18% Higher on Customer Satisfaction
- 13% Higher on Top Performer
Executive Endorsement
“As it turns out, the turnover rate was double in the first year for new hires that skipped the pre-hire assessment (16% vs. 8%). We now have 100% compliance which was largely driven by word of mouth about the success of the program.”
To learn how we can customize your employee selection process, contact us today.
