July 19, 2005 - Toronto, Canada

Select International Streamlines Recruitment for John Hancock

More accurate hiring process aims to raise
customer service for Retirement Plan Services area

Toronto, Canada - July 19, 2005 - Select International's Contact Center Division, a global leader in pre employment screening systems, is working with John Hancock Financial Services, Inc., a U.S. subsidiary of Manulife Financial - the fifth largest insurance company in the world - to strengthen recruitment in its Retirement Plan Services area. Starting with a consulting engagement, Select has simplified and strengthened recruitment to lower costs and improve the efficiency of finding high-quality customer service representatives.

With increasing numbers of job applicants in the industry, John Hancock Retirement Plan Services wanted to accelerate a careful and lengthy hiring process. Its continuing challenge was to quickly sift through the mountain of candidates to find those capable of performing detailed, high-volume work in both a challenging customer service and administrative role. Candidates need to understand financial services as well as be highly organized and motivated to keep up with changes in product enhancements and legislation in the highly regulated industry.

The company's previous hiring process, involving online applications, limited automated filtering, phone screenings, in-person tests and more interviews, was complicated but necessary to find qualified people. Add to that a six-week intensive training course, and John Hancock was investing a significant amount of time and money into its people - which also meant that employee turnover was a large strain on resources.

"Most of our turnover occurs in the training stage, where we require employees to score 80 percent or better on each test," explained Anne Comer, Human Resources Consultant for John Hancock Retirement Plan Services. "Select International is helping us streamline our entire hiring process. Our goal is to screen our applicants much more accurately and quickly and to ensure that those who advance are able to succeed and can be trusted to take the best care of our clients."

Comer continued, "We chose Select over all other vendors for many reasons. Only they were able to factor in the unusual mix of competencies we required, especially a candidate's ability to learn, which is most difficult to correctly test. Select's methods are also backed by research and validation, including its impressive SACS technology."

The Select Assessment for Customer Service & Sales (SACS) solution is the most effective call center software available today, measuring 40 percent more employee core competencies and attributes than other pre employment screening tools. The easy-to-use solution employs a unique combination of tests that measures a person's ability to work as a call center consultant - identifying candidates who are capable of, for example, working under the pressure of heavy call volumes, managing frustrated customers while multi-tasking, accurately and fully capturing data, and up-selling to help increase revenue. Its unmatched validity is guaranteed to deliver positive results in the hiring process, namely by improving retention, productivity, efficiency and initial training "pass" rates.

About Select International Inc.

Select International Inc.'s Contact Center Division helps companies to develop, select and retain a stronger workforce. The Select Assessment for Customer Service & Sales (SACS) solution takes the guesswork out of selecting and developing great call center consultants who are motivated to succeed. Parent company Select International is a thought-leader recognized for innovation in testing technology, with one of the most complete and well-researched libraries of testing content for all organizational levels. . Clients include AOL, AT&T, British Telecom, Goodyear, Sony, TELUS Mobility, Toyota and UNICEF.

For more information, please visit www.selectsacs.com.

Media Contact:

Renee Maler
PR Director for Select International, Contact Center Division
925.968.9495
This email address is being protected from spambots. You need JavaScript enabled to view it.

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