Selection Advantage Call Center Assessment Tool Available Online  

Chicago, February 15, 2006 – Contact Center Solutions, a part of Kaplan, Inc., has announced that Selection AdvantageTM, a leading hiring assessment tool for call center agents, is now available online.  Selection Advantage is designed to help call center managers assess potential call center agent candidates, to help ensure successful hiring decisions, decrease attrition and save time and money. 

“The best predicator of a successful call center agent is actually watching the potential new hires in action, and measuring their success - quickly, accurately and inexpensively,” said Jamie McIntosh, General Manager of Contact Center Solutions.   

Using a Windows-based computer with Internet Explorer and the Macromedia Flash Player, the online version allows candidates to log in to the assessment with a unique user ID that is assigned to them. Candidate scores are stored centrally, on the web, so that test administrators can log in to a website to review results, assign tests to candidates, and perform other administrative tasks. 

The CD-ROM version of Selection Advantage is suited to those situations in which an Internet connection is not available. In this case, the software is installed on a Windows-based computer, and the candidate visits that computer to complete the assessment. The scores are stored on that computer workstation, and administrators must log into that computer to retrieve the results.  

“Randstad’s clients see value in the fact that with Selection Advantage and Contact Center Solutions, we are purchasing an industry known and proven package,” said David Bishop, Strategic Account Manager, Call Center Specialty Group for Randstad, one of the largest temporary and contract staffing organizations in the world.  “Selection Advantage consistently measures our call center agent’s hard and soft skills, which reduce agent turnover and increase productivity in their call and contact centers.  The online solution will be even more useful as an integral part of our call center strategy.”

The online version is available now.  Log on to www.selectionadvantage.com now to access a free demonstration or call 651-523-1041.

Background on Selection Advantage
Selection Advantage was developed using a job analysis to identify the behaviors critical to success in an inbound call center.  Via simulated phone calls to a Call Service Representative, Selection Advantage assesses applicant or employee responses against several hypothetical situations.  Easy to use and self-proctoring, Selection Advantage places candidates in a virtual call center.  Fielding calls mimicking common problems or requests, candidates select the best choice from several potential responses.

Selection Advantage tests and reports on the five competencies required for success in call centers:  customer service, problem solving, investigative skills, influence, speed and multitasking.

About Contact Center Solutions
Contact Center Solutions provides assessment and training services for the call center industry. Contact Center Solution's flagship product, Selection AdvantageTM, is a premier assessment tool for evaluating call center agents. Selection Advantage helps call centers take the guesswork out of the hiring process, providing a quantitative assessment to measure customer service and computer skills.  Contact Center Solutions is part of Kaplan, Inc.  For further information, please visit www.selectionadvantage.com or call 651-523-1041.

About Kaplan, Inc.
Kaplan, Inc. is a leading provider of educational and career services for individuals, schools and businesses and is comprised of four divisions: Kaplan Test Prep and Admissions, which offers test prep and admissions services worldwide, including K12 services for schools; SCORE!, which offers after-school learning programs for children; Kaplan Professional, which offers licensing and continuing education training and compliance tracking; and Kaplan Higher Education, which offers postsecondary certificate and degree programs online and through 76 campus-based locations. Kaplan is a wholly owned subsidiary of The Washington Post Company (NYSE: WPO). For more information about Kaplan, please visit www.kaplan.com.

Press contact: 
Jenna Held
312-894-0693
jenna.held@kaplan.com

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