Recruiting the best agents: case study from Hastings Direct & ISV Group

Hastings Direct has used candidate skills testing as part of its agent recruitment and staff development process for many years. It adopted the ISV Software FastPath system in its contact centre as it provides an accessible, central evidence database of all skill tests and training its agents completed.

The team at Hastings introduced ISV FastPath in 2008 and continue to use candidate skills testing for new starters and, importantly, for existing members of staff. The company places a strong emphasis on developing individuals across the business. As such, the online tests are an effective way to identify training needs. Then, once training has taken place, FastPath is used for confirmation of learning. It’s a simple way to show that the training has worked.

Hastings’ training and the related tests are appropriately customised to reflect the company’s products, the insurance sector and to ensure compliance. With this in mind, Hastings made use of the Question Builder element within FastPath, creating tests totally tailored to its needs.

The result is that staff are brought into the company with an appropriate skill base then continually developed throughout their career with Hastings. This ethos has played a significant role in the company’s success, its customer experience and its enviable growth over recent years.

For more information about agent skill testing for recruitment or monitoring agent training needs visit: www.isvgroup.com