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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
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
Stefana Spatacean, Royal Bank of Scotland
We have collaborated over the years with HART Consulting team in implementing several assessment centers for development purpose for both teams in the retail and in corporate areas. Consultant’s flexibility, attention to detail, professional manner by who reported each project, makes HART Consulting team a reliable partner. We warmly recommend HART team to support the evaluation and
Oana Condruz, HRM, British American Tobacco
Multumim companiei Hart Consulting pentru colaborarea de pana acum si o recomandam cu incredere, datorita echipei sale, care impresioneaza prin vasta experienta si cunostintele solide in domeniu.Calitatea si profesionalismul acestei echipe ii recomanda ca fiind unii dintre cei mai competenti specialist pe zona de organizare si administrare centre de evaluare, precum si pe cea de evaluare
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