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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
Stela Pop, Roto Romania
I’ve participated to "Coaching Skills for Managers" and all four days were interesting from my point of view. The best part of the program was that the focus was on the practice, the practice of coaching in real situations. The theoretical part was important, especially for me, being a novice in this area, I’ve managed to understand some of the mechanisms of coaching process and some
Irina Iorga, Oracle Romania
The interest to learn and obtain the Hogan certification came after studying the benefits this tool offers by providing a clear profile and focused on skills and individual preferences relevant for professional activity. Having a good validity it can be applied to a wide range of subjects generating relevant profiles for orientation and career development. The course is focused on the
Mariana, Consultant HR
The Hogan evaluation tools are one of the most analytical and detailed tools with which I had the opportunity to work, offering allot of accuracy in constructing an employee’s profile. What impressed me is the intuitive and easy way of interpreting the results and in seeing the interaction between the 3 main tools. For a generous vision in understanding an employee’s profile, I warmly
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