GlowTouch Case Study on eSkill Call Center Skills Tests

This case study details GlowTouch's implementation of eSkill's call center skills tests to enhance its recruitment process for customer service agents. GlowTouch, a global contact center and outsourcing agency, faced challenges in scaling its operations while maintaining the quality of its outsourced agents. To address this, the company adopted eSkill's Talent Assessment Platform, which provided customizable skills tests tailored for customer service roles. The implementation of these tests allowed GlowTouch to efficiently screen candidates, resulting in the elimination of over 10% of applicants during the initial screening phase. The study outlines how the skills tests not only streamlined the hiring process but also served as an indicator of candidate initiative. Furthermore, GlowTouch plans to leverage the platform for ongoing training and internal promotions, showcasing the significant return on investment achieved through this technology-driven approach. Overall, the case study illustrates the positive impact of specialized skills testing on recruitment efficiency and quality.