Case Study: Sitel achieves predictive candidate screening and reduced training costs with eSkill

Use Skills Testing to Assess Employees’ Reasoning Abilities

Sitel Group, a global customer care provider operating in 27 countries with more than 400 clients, needed to understand how candidates’ cognitive skills related to their ability to earn a license to sell insurance. The challenge was to identify a reliable way to predict which trainees would pass the required qualification and therefore benefit from training investment.

To do this, 38 Sitel employees completed a 30-item General Reasoning Ability Assessment (covering numerical, visual, deductive and logical reasoning, and data interpretation) and the Wave 40 licensing assessment via the eSkill Talent Assessment Platform. Analysis found a strong positive relationship (r = 0.48) between reasoning scores and Wave 40 performance: candidates scoring ≥80% passed on the first try, 60–79% passed on the second, and <60% failed after three attempts. Sitel now uses the customized test and real-time dashboard to screen applicants, improve candidate experience, and reduce training costs by focusing resources on those most likely to succeed.

Sitel