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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
Theodor Filos, VIP Romania
An interactive course, a real quality content that supports human resource professionals with clear and concise examples and methods that can effortlessness and make more efficient the recruitment process. Theodor Filos, VIP Romania
Alexandra Crihana, Oracle Romania
With participation in the Hogan certification assessment methodology made acquaintance of a complete tool in terms of information provided and reliable in terms of accuracy and validity of information obtained. It is a tool that can be used in various activities: promotion, recruitment, knowing better team, succession plans, development plans, plans motivation, etc. The tool is easy to handle
Laura Mihai, Talent Attraction & Development Manager, Tenaris Romania
For me and my colleagues from the Tenaris Romania HR Team, the certification course for Hogan Assessments represented getting close to a valuable tool, that we use at the moment in the company for selecting new candidates and for developing existing employees. We had the opportunity to attend a course organized and delivered in a professional manner, and the information and materials received are
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