Case Study: Equity Insurance Group

pencil and skills test sheet
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Learn how Equity Insurance Group are using ISV Group’s skills testing in their call centre.

The Learning and Development team at Equity Insurance Partnership (EIP) originally introduced skills testing into their contact centre for staff inductions.  After training or when new insurance products are introduced, Equity’s agents complete customised tests to confirm that they have retained the new information learnt.

Question Builder, within ISV Software’s FastPath system, is a tool for creating tailored assessments.

FastPath was quickly adopted by the Resourcing Team, primarily for contact centre recruitment within EIP. All candidates undertake skills assessments in topics like spelling, Word, Excel, and insurance-specific call centre scenarios. This forms part of Equity’s pre-screening process when recruiting new agents.

The team quickly felt the benefits in the contact centre and rolled out skills testing across other areas of the business, including in Claims, Underwriting and Central Services business areas. Ready-made tests like data entry, aptitude and Microsoft Office are used regularly to ensure that Equity is recruiting the right candidates who are competent and who will contribute successfully to the business. The team also develop their own exercises using Question Builder for more specific or technical testing.

Equity also pinpointed that ISV FastPath is easy to use, saves time and is cost-effective. Plus the team at ISV deliver a great level of support.

Author: Jo Robinson

Published On: 15th Aug 2012 - Last modified: 12th Dec 2018
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