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Customer Care - Call Center

Telecommunications Industry - Call Center Technical Support Personnel

Challenge:

A major full-service provider of telecommunication products wanted to improve the selection of call center technical support personnel (CCT).

Solution:

To determine the characteristics that define high performing CCTs, Hogan conducted a criterion-related validation study. First, Hogan asked 350 incumbent CCTs to complete the Hogan Personality Inventory (HPI), the industry standard for measuring normal personality. Next, “High” and “Low” performing CCTs were identified on the basis of various work criteria including customer focus time and schedule adherence.

Results:

Research revealed that successful CCTs were calm and even-tempered (high Adjustment), energetic and goal-oriented (high Ambition), perceptive and tactful (moderate Interpersonal Sensitivity) and rule abiding and conscientious (high Prudence).

Individuals who met this profile were:

  • 1.2 times more likely to be rated highly for schedule adherence;
  • 1.9 times more likely to be rated highly for customer focus time;
  • 2.3 times more likely to be rated highly for average performance level.

In addition, 38% of the incumbents who did not meet this profile subsequently left the company.

Conclusion

These results illustrate the effectiveness of using the HPI not only to help select in high performing employees, but also to reduce turnover by selecting out individuals who are more likely to leave.

Testimonials
Ana Georgescu, MediaPro Interactiv
Very well organized and structured Selection & Interviewing Skills course offered me the chance to learn and develop new skills and competencies. Ana Georgescu, MediaPro Interactiv
Magdalena Isan, Solvay Pharma Romania
HART Consulting was our reliable partner in several assessment centers developed in 2008 with the aim to select internal candidates for career progression (promotion). The role of HART Consulting was to design and implement the assessments centers. The exercises used by HART Consulting were adapted to our specific organizational realities and needs. The reports written by HART’s
Irina Zamosteanu, Ceramica Iasi
Ceramica Iasi started working with HART Consulting since 2007, common activities focusing both on the recruitment and selection of candidates for various key positions, and the advice and psychological testing. In this way we got in contact with Hogan Assessment Tool, a preformat assessing tool, highly efficient, which formed a solid basis for identifying and recognizing the strengths and
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