Case Study: Computer Generated Solutions, Inc. improves hiring outcomes and speeds onboarding with eSkill assessments

Call Center Assessments Help CGS Improve Hiring Outcomes

Computer Generated Solutions (CGS) is a global provider of business applications and outsourcing services with 7,500 employees, many of whom work in inbound call centers and are often the only direct contact customers have with the company. CGS struggled to identify applicants with the customer service, troubleshooting, multitasking and remote-work skills needed for these roles during initial screening, leading to poor hires, high turnover and long onboarding times.

Working with eSkill, CGS developed a customized inbound call center assessment that targeted 10 highly predictive skill areas and reduced test length by 85% to avoid test fatigue. Scores on the new test correlated directly with on-the-job performance—candidates scoring 80%+ were most likely to earn top performance ratings—so CGS rolled the assessment out company-wide, sped up onboarding, and expects improved call center performance and lower turnover while exploring expanded use of simulations and behavioral assessments.

Computer Generated Solutions, Inc.