Interactive Pre-Interview Screening System (IPSS) for High-Performance Customer Contact Workforce

This research and development project by the name of Interactive PreInterview
Screening System (IPSS) for High-Performance Customer Contact
Workforce is aimed to address the critical area in customer contacts environment and
human resources management. The purpose of this project is to provide a solution
system to measure candidates' capabilities at the earliest stage of recruitment process
in order to shortlist them for the next stage of selection process (i.e. the interviews).
This solution system must be able to automatically evaluate the candidates'
capabilities to handle real working situations and respond to real-life problems, while
at the same time pre-screen the candidates' soft skills (listening skills, reasoning
abilities, problem solving, etc.).
To develop this project, prototyping was implemented as the Software
Development Life Cycle (DSLC) methodology. Prototype is a smaller scale
representation of the overall system development, where user requirements are
usually revised and refined. The scope of study involves the Customer Service
Representative (CSR), recruitment and selection process, interface design for the
end-user and simulated environment for the potential candidates to get used to. Based
on the findings from unstructured interview and observation, two types of modelling
diagrams were designed which are Use Case diagram and Activity diagram.