BT rolls out new online assessment toolOn 24 Jun 2003 in Personnel Today Related posts:No related photos. Previous Article Next Article Comments are closed. British Telecom (BT) is using new technology to assess its call centre staffin order to identify potential training needs. The assessment tool can identify weaknesses in staff and can also highlighttraining needs on an individual, regional, departmental or group basis. A pilot of more than 2,500 staff has proved so successful that the web-basedtool is being rolled out across the company. Chris Roberts, general manager for customer service and satisfaction at BT,said the scheme had helped improve the performance of the present workforce,and also aided the recruitment of people with the right skills. “It gives a holistic view of the person and provides a clear picture ofwhat standard we should recruit and train to,” he said. “It’s been very accurate. As more and more staff went through theassessment, we also discovered shared training needs. For example, typingskills were generally too slow.” The test, designed by Select International, takes around 90 minutes tocomplete and comprises a range of scenario and psychometric-based questions,which lead to an overall score. BT set an ideal score based on internationalbenchmarking, which is used to judge how much training individuals need to bebrought up to standard. Each individual is then given a future development plan detailing whichskills need to be developed. HR is able to use this data to identify general,regional and national learning gaps. “It’s consistent and objective and enables HR to develop plans for theindividual, groups or right across the board,” he added.