WO2009029802A3 - A system and method for screening and rating agents to assess multiple skills as a predictor of agent performance - Google Patents

A system and method for screening and rating agents to assess multiple skills as a predictor of agent performance Download PDF

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Publication number
WO2009029802A3
WO2009029802A3 PCT/US2008/074805 US2008074805W WO2009029802A3 WO 2009029802 A3 WO2009029802 A3 WO 2009029802A3 US 2008074805 W US2008074805 W US 2008074805W WO 2009029802 A3 WO2009029802 A3 WO 2009029802A3
Authority
WO
WIPO (PCT)
Prior art keywords
testing device
individual
predictor
screening
prediction subsystem
Prior art date
Application number
PCT/US2008/074805
Other languages
French (fr)
Other versions
WO2009029802A2 (en
Inventor
Jayant M Naik
Cordell Coy
Ajay Harikumar Warrier
Karthik M Narayanaswami
Mary-Ann Ruth Claridge
Matthew John Yuschik
Original Assignee
Convergys Gmc Utah Inc
Jayant M Naik
Cordell Coy
Ajay Harikumar Warrier
Karthik M Narayanaswami
Mary-Ann Ruth Claridge
Matthew John Yuschik
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Convergys Gmc Utah Inc, Jayant M Naik, Cordell Coy, Ajay Harikumar Warrier, Karthik M Narayanaswami, Mary-Ann Ruth Claridge, Matthew John Yuschik filed Critical Convergys Gmc Utah Inc
Publication of WO2009029802A2 publication Critical patent/WO2009029802A2/en
Publication of WO2009029802A3 publication Critical patent/WO2009029802A3/en

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Classifications

    • GPHYSICS
    • G09EDUCATION; CRYPTOGRAPHY; DISPLAY; ADVERTISING; SEALS
    • G09BEDUCATIONAL OR DEMONSTRATION APPLIANCES; APPLIANCES FOR TEACHING, OR COMMUNICATING WITH, THE BLIND, DEAF OR MUTE; MODELS; PLANETARIA; GLOBES; MAPS; DIAGRAMS
    • G09B7/00Electrically-operated teaching apparatus or devices working with questions and answers
    • G09B7/02Electrically-operated teaching apparatus or devices working with questions and answers of the type wherein the student is expected to construct an answer to the question which is presented or wherein the machine gives an answer to the question presented by a student
    • GPHYSICS
    • G06COMPUTING; CALCULATING OR COUNTING
    • G06QINFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00Administration; Management
    • G06Q10/10Office automation; Time management

Abstract

One version of a physical system disclosed in the application relates to predicting the expected retention of an agent based on skill assessment scores. In this version, an automated system for predicting a retention rate for an individual based upon a set of performance indicators, includes a testing device and a prediction subsystem. The testing device is encoded with computer- executable instructions to test the individual with regard to a chosen set of performance indicators. The testing device formulates a score which it sends to the prediction subsystem. The prediction subsystem compares the score with retention level data stored in a repository and issues a recommendation relating to the employment status of the individual.
PCT/US2008/074805 2007-08-29 2008-08-29 A system and method for screening and rating agents to assess multiple skills as a predictor of agent performance WO2009029802A2 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US84659007A 2007-08-29 2007-08-29
US11/846,590 2007-08-29

Publications (2)

Publication Number Publication Date
WO2009029802A2 WO2009029802A2 (en) 2009-03-05
WO2009029802A3 true WO2009029802A3 (en) 2009-06-11

Family

ID=40388136

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/US2008/074805 WO2009029802A2 (en) 2007-08-29 2008-08-29 A system and method for screening and rating agents to assess multiple skills as a predictor of agent performance

Country Status (1)

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WO (1) WO2009029802A2 (en)

Families Citing this family (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20140129462A1 (en) * 2012-11-07 2014-05-08 International Business Machines Corporation Multifaceted candidate screening
US8856000B1 (en) * 2013-12-09 2014-10-07 Hirevue, Inc. Model-driven candidate sorting based on audio cues
US9009045B1 (en) 2013-12-09 2015-04-14 Hirevue, Inc. Model-driven candidate sorting
US11810042B1 (en) * 2019-11-01 2023-11-07 United Services Automobile Association Disclosure quality assurance
US11514403B2 (en) * 2020-10-29 2022-11-29 Accenture Global Solutions Limited Utilizing machine learning models for making predictions

Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5551880A (en) * 1993-01-22 1996-09-03 Bonnstetter; Bill J. Employee success prediction system
US20020106617A1 (en) * 1996-03-27 2002-08-08 Techmicro, Inc. Application of multi-media technology to computer administered vocational personnel assessment
US20030182171A1 (en) * 2002-03-19 2003-09-25 Marc Vianello Apparatus and methods for providing career and employment services
US6735570B1 (en) * 1999-08-02 2004-05-11 Unisys Corporation System and method for evaluating a selectable group of people against a selectable set of skills

Patent Citations (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5551880A (en) * 1993-01-22 1996-09-03 Bonnstetter; Bill J. Employee success prediction system
US20020106617A1 (en) * 1996-03-27 2002-08-08 Techmicro, Inc. Application of multi-media technology to computer administered vocational personnel assessment
US6735570B1 (en) * 1999-08-02 2004-05-11 Unisys Corporation System and method for evaluating a selectable group of people against a selectable set of skills
US20030182171A1 (en) * 2002-03-19 2003-09-25 Marc Vianello Apparatus and methods for providing career and employment services

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
CUCCHIARINI ET AL.: "Quantitative assessment of second language learners, fluency by means of automatic speech recognition technology.", JOURNAL OF ACOUSTICAL SOCIETY AMERICA, vol. 107, no. 2, February 2000 (2000-02-01), pages 989 - 999, XP012001521, Retrieved from the Internet <URL:http://lands.let.ru.nl/literature/catia.2000.1.pdf> [retrieved on 20090320], DOI: doi:10.1121/1.428279 *

Also Published As

Publication number Publication date
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