DeGarmo Group recently published a whitepaper relating to talent acquisition in the healthcare industry.

“Leveraging Work Value Alignment to Drive Patient Satisfaction in Healthcare” is a report on the use of talent acquisition strategies to identify top-tier candidates for positions in healtcare settings.

To request a copy of the paper, please click here.

DeGarmo Group also will be hosting an informative webcast session on this topic on Tuesday, November 15th at 11am CT. To register for this session, simply follow this link:

https://www1.gotomeeting.com/register/438797449

Bloomington, IL – DeGarmo Group (www.degarmogroup.com), is  proud to report that US Cellular (www.uscellular.com) was recognized as a J.D. Power 2011 Customer Service Champion—one of only 40 companies to have earned this distinction this year.

US Cellular uses DeGarmo Group’s talent acquisition systems to select employees who work in their front-line, customer-facing roles such as Customer Service Representatives and Retail Sales Associates, among others.

“We’re happy to see US Cellular recognized with such a prestigious award. We’ve worked very closely with their Talent Acquisition team over the years to ensure that our assessment solutions help to select the best people to fill those critical front-line positions” stated Anthony Adorno, Chief Operating Officer for DeGarmo Group.

To qualify for inclusion on this elite list, companies must not only excel within their own industries, but also must stand out among leading brands in 20 major industries evaluated by J.D. Power. Five key customer “touch points” measured included people, presentation, process, product and price.

To identify the J.D. Power 2011 Customer Service Champions, J.D. Power evaluated more than 800 brands. Companies were identified based on customer feedback, opinions, and perceptions gathered primarily from J.D. Power’s syndicated research as well as additional, supplemental research. This group of 40 represents the highest-performing companies that deliver service excellence to U.S. customers—both within their respective industries and across all industries measured.

According to Alan D. Ferber, executive vice president of operations for U.S. Cellular, “We are especially honored to be named a Customer Service Champion because it’s based on the opinion of our customers. They deserve excellent customer service, and we will continue to work hard to deliver it.”

About DeGarmo Group

DeGarmo Group is a leading provider of web-based assessment and training services to support talent acquisition and employee development processes. We employ a staff with expertise in Industrial and Organizational psychology that regularly contributes to, and draws upon, the latest scientific research to deliver innovative and compelling solutions for our clients.

About U.S. Cellular

U.S. Cellular is committed to fixing wireless one project at a time and recently unveiled The Belief Project, an array of industry-leading innovations designed to elevate the customer experience. The Chicago-based carrier provides the best cell phone service in the country according to survey results released by Consumer Reports, which found that wireless customers are more satisfied with U.S. Cellular than every other major wireless company. U.S. Cellular has the highest call quality and network satisfaction of any national carrier and was also named one of Forbes Magazine’s 2010 “Most Trustworthy Companies.” The Belief Project complements U.S. Cellular’s growing catalog of cutting-edge phones that are all backed by its high-speed nationwide network.

DeGarmo Group will be a premier sponsor of the Quality of Hire virtual conference held by HR.com on April 19th and 20th.

We invite you to register and attend the complimentary IHR Quality of Hire Conference. At the conference you can attend live Virtual Workshop Sessions (which are eligible for HRCI recertification credits and IHR credits), Network with other HR Professionals, Visit Exhibitor Booths and GAIN MORE INDUSTRY EXPERTISE – All without leaving your desk!

Visit our booth in exhibition hall for product information and case studies, or to leave your business card.

To visit the virtual conference and register, click here.

On Thursday, March 24, 2011, John Binning, Chief Research Officer at DeGarmo Group, gave an invited presentation at the Chicago School of Professional Psychology entitled Tips for Professional Functioning in HR Management. Dr. Binning’s talk covered a wide range of topics relevant to applying the science of psychology to business and organizational needs. He touched on topics including common dilemmas in HR consulting, how to make effective presentations, and ways to conceptualize psychological science applications. [His slide presentation is available upon request].

On Wednesday, April 13, 2011, John Binning, Chief Research Officer at DeGarmo Group, will participate in a pre-conference Educational Outreach program at the annual conference of the Society for Industrial/Organizational Psychology in Chicago, IL. Dr. Binning will be part of a panel of presenters explaining various aspects of Industrial/Organizational Psychology. He will speak specifically on “The Nuts and Bolts of Selection.” His slide presentation is available upon request.

The event information is provided below for anyone interested in attending.

The Educational Outreach (THEO) Program:  An Introduction to I/O Psychology
Wednesday, April 13, 201; 8 a.m. to 12 noon
Hilton Chicago (720 S. Michigan) – Joliet Room

Background: In an attempt to increase the awareness of I/O psychology in the general psychology curriculum, chairs from multiple committees within the Society of Industrial/Organizational Psychology are offering a 4-hour, half-day pre-conference to psychology teachers in the Chicago area free-of-charge.

Mission:  The goal is to introduce the field and/or teach basic principles of I/O psychology to local psychology educators (particularly those constituents who come from high schools or colleges where there are currently no I/O programs, teachers, or classes). This inaugural event will be held at this and future year’s SIOP conferences.

Logistics: During the course of four hours, approximately 6-7 speakers will briefly expose attendees to the field of I/O psychology and talk in general about the field and showcase some of the speakers’ interests.  The selection of speakers will come from previous SIOP teaching award recipients and other known effective speakers.

Costs:  It is free of charge to register and attend this event.

Why Attend? Data suggests that I/O psychology is one of the fastest-growing professions in the U.S., that most Americans spend more of their waking hours at work than anywhere else, and that SIOP is one of the largest divisions of the American Psychological Association.  This is a chance for you to learn about the field and be able to share it with your colleagues and students.

Interested individuals can register for this event at:  http://www.siop.org/theo/register.aspx.

CASE STUDY 

The following is a case study examination of the Customer Serivce and Collections Fit Index assessments based on employee turnover data supplied by a large client organization.

The Company

 The company is one of the largest providers of call center management and collection agency services in the United States.

The Challenge

The project was organized to study the effectiveness of DeGarmo Group’s assessment solutions across locations and lines of business at the client organization.  The company suffered from higher than acceptable rates of voluntary employee turnover.

Client leadership was particularly interested in the impact of the solutions across locations that have a more substantial impact on the business operation. To that end, DeGarmo Group collected data using an experimental design which allowed for a direct comparison of the accuracy of employment decisions with and without assessment information.

Assessment Strategy

DeGarmo Group implemented the Customer Service Fit Index (CSFI) and Collections Fit Index (CFI) assessments to identify and screen out turnover-prone job applicants during the talent acquisition process.

In contrast to typical pre-employment assessments that measure job skills, the Fit Index System® focuses on job-related applicant differences in work tolerance and personality characteristics.

Study Design

For both Collections and Customer Service jobs, a group of applicants was hired without completing the appropriate Fit Index assessment. Separately, a group of applicants was hired after completing the appropriate Fit Index assessment, but the test results were not made available, and thus did not influence the hiring decision.

Assessment and criterion data for the case study was collected from 418 people from several call center locations. Specifically, there were 223 (53%) cases of data for the Customer Service Fit Index (CSFI), and 195 (47%) cases of data for the Collections Fit Index. Additionally, 396 applicants served as part of the control group and did not participate in the assessment process.

Comparison of results for the assessment versus control groups would provide insight regarding the effectiveness of the Fit Index System for the client organization. The success rate for the assessment process will be indexed as a percentage difference between turnover rates for both the assessment and control groups. For example, a success rate of 15% would indicate that turnover was 15% lower for applicants who passed a Fit Index Assessment, versus those who were in the control group.

Assessment Impact

Data was used where direct comparisons across locations or accounts of interest could be made, and where the proper assessment was administered for the target position.

For the Customer Service Fit Index (CSFI), results indicate that applicants with a passing outcome have a 26% greater success rate than failing applicants.  Two-thirds (66%) of all control group applicants (i.e., who did not participate in the assessment process) terminated employment. The success rate for applicants who passed the Customer Service Fit Index was 26% greater than for applicants who were not tested.

Applicants who passed the Customer Service Fit Index were much more likely to remain on the job than the control group for every account operated by the client organization. The impact of the CSFI was greatest for a telecommunications account, which also was the largest account group in the biggest contact center included in the study.  Specifically, the success rate was 31% higher for those applicants who passed the CSFI, than for the control group.

For Collections results indicate that applicants with a passing outcome have a 17% greater success rate than failing applicants. The CFI outperformed the control group in both collections contact centers by an average of 17%. That is, turnover was 17% lower among those who passed the CFI than for those who were in the control group.

Return on Investment

The information below provides a perspective on the relative utility of the Fit Index System as part of this case study. It is important to note that while this ROI analysis examines direct hire costs, there are far more costs to the business as a result of voluntary employee turnover (lost productivity, business continuity, etc.). Therefore, any results reported below should be viewed as very conservative underestimates of total utility.

Client leadership estimated that the average cost per hire for entry-level call center employees is $800 per person. This estimated figure is far below the industry average for similar positions.

Based on these figures, the estimated annual ROI for the Fit Index System in 2010, using a 3:1 selection ratio is $764,000 (saved an additional 955 hires).

Since the system was implemented in 2007, this client organization assessed a total of 55,764 people with the Fit Index System. Using the same process for extrapolating savings, at a selection ratio of 3:1 during that time, savings is estimated to be $3,297,600.

The case study results for the Fit Index System^® (FIS) are quite favorable by all technical, professional, and legal standards.

Contact Information

Contact DeGarmo Group for more information on this case study or for information on the Fit Index or Fit Interview Systems using the information provided below.

The DeGarmo Group, Inc.
101 N. Main Street
Bloomington, IL 61701
(866) 433-4276
sales@degarmogroup.com
www.degamogroup.com

Bloomington, Illinois – April 8, 2010 – DeGarmo Group (www.degarmogroup.com), the developer and leading global provider of the award-winning Fit Index System® and Matched Values Profile^TM and distributor of cutting-edge simulation assessment technology, announced today that its solutions are now available to Taleo Enterprise Edition customers.  Taleo (NASDAQ: TLEO) is the leading provider of on-demand talent management solutions to help organizations assess, acquire, and develop their workforce.

The partnership between DeGarmo Group and Taleo (www.taleo.com) offers companies a comprehensive, multi-phase assessment solution for measuring organizational alignment, person-job fit and critical competencies for job success.  “We’re excited for the opportunity to partner with Taleo. Combining DeGarmo Group’s award-winning assessment solutions with Taleo’s innovative talent management products gives our clients access to a compelling end-to-end solution for managing their talent,” said Anthony Adorno, DeGarmo Group’s Chief Operating Officer.

DeGarmo Group’s best-in-class assessment solutions have demonstrated effectiveness in reducing employee turnover and improving performance levels for jobs in customer service, telesales, collections, retail and banking, among many others.  “We strongly believe that teaming with Taleo will help our customers to more quickly and cost-effectively secure the best available talent for their organizations, using a streamlined, innovative and user-friendly recruitment and assessment process,” stated Adorno.

DeGarmo Group will showcase its assessment solutions at TaleoWORLD 2010, September 13th-16^th at the historic Hilton Chicago. To schedule a meeting or demonstration, contact DeGarmo Group at (866) 4-DEGARMO, or e-mail sales@degarmogroup.com

Current Taleo Enterprise Edition customers should contact their account manager for information on how to activate DeGarmo Group’s assessment solutions for immediate use.

About DeGarmo Group

DeGarmo Group is a leading provider of web-based assessment and training services to support talent acquisition and employee development processes. We employ a staff with expertise in Industrial and Organizational psychology that regularly contributes to, and draws upon, the latest scientific research to deliver innovative and compelling solutions for our clients.

According to Anthony Adorno, Chief Operating Officer at DeGarmo Group, “we’re honored to be recognized by the editors of Human Resource Executive for our idea and its implementation at US Cellular. Going back almost a year ago to the origin of the idea, we knew we had something that offered a high value solution to a high cost issue. We’re very excited for this process and the feedback we’ve received on it”. The Interviewer Calibration System allows organizations to maximize the consistency and effectiveness of their employment interviews by “calibrating” interviewers’ rating processes and judgments across locations. Adorno also stated “The concept is really applying more technology to traditional frame-of-reference training techniques that have proven to be effective strategies for improving the accuracy and reliability of interview ratings”.

In its “Best HR Ideas” article, Human Resource Executive stated “what we like best about this idea is that it uses collaborative Web-meeting technology to enable several different interview coaches in multiple locations to think more similarly about the interview process.”

The System is a highly-efficient and low cost method for making improvements in the interview process – arguably the most important and highly-visible step in making personnel selection decisions. To learn more about the Interviewer Calibration System, contact DeGarmo Group at (866) 4-DEGARMO or at info@degarmogroup.com.