Call Center Survey™

Purpose

To help you build an effective call center unit.

Measures

Suitability to inbound or outbound call center duty by focusing on several characteristics, each important to individual productivity:

  • Understanding of Sales Practices
  • Assertiveness (Persuasive, Confident, Outgoing)
  • Persistence (Persevering, Unwavering, Emotionally tough)
  • Empathy (People-focused, Relationship-oriented)
  • Drive (High competitive, Aggressive, Opportunistic)
  • Organization (Organized, Conforms, Routine-focused)
  • Maturity (Sound judgment, Stable, Tolerant)
  • Creativity (Inventive, Unique, Innovative)
  • Incentive (Recognition, Feedback, External)

Identifies

Hiring and Training needs:

  • Results are presented in graphic and narrative formats for easy understanding of an individual’s good, moderate or poor job match.
  • Additional reports can be generated to identify training needs in sales practices.
  • Two success patterns or benchmarks are built into the software to reflect the different personalities that are successful at each position.

Special Notes

Development of the test items was derived from over 13 years of literature review of applied psychology research. The personality patterns are driven by competencies established by years of research with many companies that have used personality scales in their businesses. Since 1997, research has been focused on refining the scales for Call Centers and Customer Service organizations.

The 105 test items effectively measure the behavioral characteristics reported, and the particular competencies needed, for success in Call Center sales and in providing Customer Service. The more than 10,000 subjects in the study validate the ability for companies to select top performers as Call Center Salespersons and Customer Service Representatives.

Implementation

Call Center Survey™ is accessible via the Internet.

  • The assessment takes the individual about 20 minutes to complete.
  • All reports are available immediately upon completing the assessment.

Reports

Call Center Survey™ generates these reports:

  • Call Center Inbound Report
  • Call Center Outbound Report

Both provide information to identify top performers and coach those who are not.

Common Problems:

Your call center may have one or more of these common problems:

  • Ineffective, low-productivity employees
  • High employee burnout and turnover
  • Absenteeism and tardiness
  • Too much time spent on personnel problems
  • Employees who require too much supervision
  • Turnover in the new employee training phase

Click here to access the sample individual report.
Click here to access the sample individual report.