ASSESSMENT
A large healthcare organization saw falling customer service ratings from patients, and non-patients who called in to the hospital. Wanting to get back to basics, they decided to re-build a service-orientation bench strength in order to provide the level of service that had come to be expected from this nationally-recognized organization.

ACTION
In order to pinpoint candidates with the skills and attitude to deliver outstanding customer service, CMI designed a video-based service-orientation selection test. The test presented common situations involving customers, like giving directions, handling complaints, etc. The video added realism that motivated candidates to respond as they truly would in that situation. This selection program gave the organization a good indication as to a candidate’s ability and willingness to provide outstanding customer service (as determined by the client).

ACCOMPLISHMENTS
CMI’s selection test provided dramatic and measurable results. First, terminations based on unsatisfactory performance decreased by 46% in just one year. Also, performance evaluations proved that candidates selected through the video-based test had greater customer service skills as new and seasoned employees than their counterparts who were selected without the test.

Better skills, now and later: Below is a graph showing the performance differences between tested and untested employees at the time of hire and up to six months down the road.