CEB SHL Talent Measurement (SHL) is an important part of the CEB Talent Management portfolio, it provides behavioural and ability assessment tools and services in 30 languages, with operations in more than 50 countries, SHL supports people decisions in more languages and more countries than any other talent management provider. By standardizing on NewVoiceMedia’s ContactWorld for Salesforce®, SHL has increased customer satisfaction from 3.95 to 4.5 (on a scale of 1-5), achieved 95 percent first time resolution, and shaved an average of 15 seconds off each of the 124,000 annual calls. ContactWorld also provided SHL with further benefits including increased efficiency and improved caller experience as well as improved intelligence inside Salesforce®.
NewVoiceMedia's solution not only came in at half the price of the competition, but also offered additional functionality that the others couldn't provide. The choice was clear to us.