ContactCenterPro™

Suitability for Customer Care Service and Sales

for Bill Sample January 25, 2007

Contents	Page

I. Prediction of Sales and Service Potential	1
II. Sales and Service Competencies	2
III. Coach to Success	3
IV. Communication Style	7
V. Attitudes	9
VI. Emotional Intelligence	12
VII. Summary of Scores	13
VIII. Responses From Opinions Section	14

The ContactCenterPro™ is designed to provide insights into the strengths of individuals who will be managing customer relationships within a customer contact center culture. By identifying and understanding personal strengths as well as identifying growth opportunities, managers and supervisors will have more information relevant to fitting people to customer care roles. This profile will also provide managers with suggestions on how to coach service people more effectively.
John C. Marshall, Ph.D.

ID# ABABABAB for Bill Sample on January 25, 2007

©2007 Selection Testing Consultants International, Quality Profiles Ltd.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 1

I. Prediction of Sales and Service Potential

Prediction of Sales Potential

An indication of the individual's natural approach to selling and best fit within the customer care culture.

Outbound Selling

Cross Selling

Service/Inbound service

Business Development

Reflects the person's approach to creating new business development opportunities

Coach to Excellence

With Training

Not Likely

Approach to Client

An indicator of how aggressively the individual will pursue the business opportunity once it has been identified

Hard/Persistent

Soft/Persistent

Potential Weak Closer

Need for Script and/or Structure

The degree to which the person will accept the structure and script used in customer care selling

Does not want

Works within guidelines

Depends on it

Managing Rejection

An indicator of the individual's ability to manage rejection during a customer contact

Handles Well

Handles OK

Very Uncomfortable

A People Person?

Reflects individual's approach to building relationships with new contacts.

Definitely

People are OK

Not interested

Detail Orientation

Reflects the individual's approach to technical detail.

Analytical

As required

Not Detail Oriented

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 2

II. Sales and Service Competencies

Goal Orientation

An indication of the individual's natural approach to goal setting.

Short Term/Intense

Long Term/Relaxed

A Self-Manager?

Evaluates the extent to which the individual manages self effectively without coaching or a process.

A Natural

With Coaching

Needs Process

Communication Style

Reflects the person's natural style of communicating with others on an interpersonal basis

Ask/Listen

Balanced

Tell the Person

Comfort with Conflict

Refers to the individual's natural reaction to a situation where there is conflict or the potential for it

Comfortable

Handles OK

Uncomfortable

Loyalty

An indicator of the individual's probable primary loyalty

Company Focus

Client/Company

Self Interest

Decision Making

Reflects the individual's probable approach to making decisions

Decisive

Indecisive

Overall Attitude

Reflects the individual's attitudes and how they will effect customers and prospects

Very Positive

Some Concerns

Confidence

An evaluation of the individual's feelings of being in control and taking ownership of various issues

Feels in Control

Average Confidence

Low Confidence

Managing Lifestyle

Evaluates individual's approach to integrating demanding career with busy lifestyle

Manages very well

Manages

Needs Coping Strategy

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 3

III. Coach to Success
Self-Management/Business Development

Initiates/Proactive

Responsive

Bill would be described as very assertive, competitive and goal oriented. He has the potential to become a very strong self-manager who will be able to work within general guidelines and with minimal documentation and supervision. He will be able to motivate himself and prefers to evaluate his own performance with little feedback from management. When he is comfortable with his role, he will be able to handle most situations on his own and will be able to monitor and manage his own daily activities. Bill has the potential to be effective in a variety of situations including unfamiliar ones.
* Strong self-managers can be too strong for some customer care cultures and management styles and can be retention risks. It is important to match him with a capable manager who will facilitate for him rather than micro-manage him.

Interview Suggestions

Outline a situation in which you had to develop a plan and follow it to completion.
Outline a similar situation where you had to follow someone else's plan.
What were the advantages of each situation? Which situation suited you best?
Have you ever been in a situation where you were selling? What happened?

Coaching Suggestions

Bill will respond best to opportunities that are flexible and provide him with the opportunity to use his own initiative.
He will do very well in a role that interests him and allows him to self manage his progress and set his own goals.
Match him to a manager who coaches and facilitates rather than one that tends to be 'hands-on'.
Coach him on how to take advantage of the sales and services processes to provide better service to your customer base.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 4

III. Coach to Success (continued)
Approach to Client (Sales and Service)

Results Focus

Balanced

Bill is balanced between being relatively challenge oriented and providing a meaningful service to people. His motivational profile is similar to those people who like to achieve their own goals regularly while working toward their longer term objectives. Bill would normally demonstrate a sense of urgency and would operate most effectively in an environment that includes regular challenge as well as routine functions.

Bill's motivational profile will allow him to be effective in a sales and service role where there are consistent, achievable targets.

Interview Suggestions

Outline your goal setting process.
How do your short-term goals lead to your long-term goals?
Describe some of your most recent achievements.
Who set the goals that you reached? Were you part of the process?
Describe a situation where you helped a customer make a decision on purchasing a product or service. Did you perform well?

Coaching Suggestions

Coach Bill to balance the needs of the customer with his own goals.
Allow him to set regular customer-focused goals for himself and ask for his commitment to these goals.
Coach him on selling skills if he is required to sell as part of his customer care function. He could be an effective closer if taught how to find the customer's additional needs and match them to the relevant solution.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 5

III. Coach to Success (continued)
Need for Script and/or Structure (Environmental Fit)

Prefers to Create

Follows Guidelines

Bill would be described as extremely independent and more likely to create new processes than to follow existing systems and procedures. If something does not appeal to him, he will probably develop his own systems. If an issue arises that is not covered satisfactorily by existing procedures, he is likely to create a new procedure to resolve the issue. This area of his character will be a strength where guidelines are minimal and he is expected to consult on new systems or structure. This level of independence can help him be effective in situations where the existing systems or script do not meet the needs of the customer.
* Some people with such highly independent profiles are considered difficult to manage as they tend to want to change things to suit themselves and are not always suited for teams.

Interview Suggestions

How did you feel about the last environment in which you worked? What did you like (or dislike)?
Outline a situation where you worked in a very structured environment. How were you able to adapt?
How comfortable are you working with a script?
Describe a situation where you were forced to develop new procedures to be effective.

Coaching Suggestions

Bill is quite independent, which can be an impediment to integrating with very structured customer care cultures. Encourage him to examine this aspect of his personality and explore ways for him to cope with structure.
If he is performing well in his current role but fighting the structure, he may be an excellent candidate for roles where he can work from his home office or develop his own structure.
If he wants to change the culture, ask him to develop prototypes for change and coach him on how to present them.
Coach him on how to integrate with very structured environments rather than to clash with them.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 6

III. Coach to Success (continued)
Comfort with Conflict

Comfortable

Avoids Conflict

Bill has the potential to be quite comfortable in situations where there is conflict such as an angry or disgruntled customer. His comfort with conflict can be a strength in situations where conflict is a common occurrence or there is ongoing tension that may require his intervention. People with Bill's level of comfort with conflict may even occasionally create conflict to further their own goals or to enhance performance..

Interview Suggestions

Describe a situation where you had to deal with an angry customer.
Why was the customer angry? How did you resolve the issue?
What did you learn from the situation?
What strategies have you used to avoid conflict?

Coaching Suggestions

Use Bill in high conflict situations if he shows restraint and is able to avoid the temptation to engage in debate.
He can be effective in tense situations if he is coached to listen and address the concerns of an irate customer.
Bill may benefit from conflict resolution training which would be an asset in more senior customer care roles.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 7

IV. Communication Style
Social Orientation

Warm/Friendly/Sociable

Builds Relationships over Longer Term

Bill is generally sociable, friendly and outgoing. He is at ease building relationships and is quite comfortable with other people. He will be able to work well in an environment where there is regular contact with people, either with a well established customer base or new customers.

Interview Suggestions

Describe your approach to building an effective relationship with someone you have just met.
Do you use the same approach on the telephone as in person?
What are your goals with regard to growth in interpersonal areas?
What are you doing to improve your communication skills?

Coaching Suggestions

Build conscious competence by helping him understand that the ability to work well with others is a strength in any career path and that this can be one of his strengths.
Bill's comfort interacting with others will be an asset in many career paths if he has developed his social and communication skills.
Coach him to develop his knowledge of business applications so that he can interact with client groups and demonstrate that their needs are understood.
Suggest that he give presentations at meetings with clients and peers.
Bill's comfort dealing with others may help him be an effective coach or mentor in areas where he has demonstrable expertise.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 8

IV. Communication Style (cont'd)
Analytical Orientation

Systematic/Analytical

Learns the Necessities

Bill would be described as moderately analytical. He would be comfortable with a certain amount of problem solving as part of his work but would not view it as motivating. He would be willing to attend training sessions and learn the critical skills that are needed to perform the job effectively but he would not necessarily regard extra training or learning new skills as an incentive unless it was in a subject area of specific interest to him.

Interview Suggestions

Describe a customer service role that focused on your technical strengths.
What did you enjoy about it? Not enjoy?
What are some of the current developments that could have impact on how we care for our customers?

Coaching Suggestions

Assign Bill to projects where there is a balance between interacting effectively with other people and using his analytical skills.
Consult with him on his training needs to avoid investing in unnecessary training.
Assign him to customer care roles that provide him with adequate technical support when there are a lot of detailed technical issues to resolve will be better fits for him.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 9

V. Attitudes
Self-Confidence

Feels in Control/Internally Directed

Feels Controlled by External Factors

Bill shows a very high level of self-confidence at this time. He believes that most situations can be managed by his own efforts and feels competent to deal effectively with them. He would be seen as an individual who feels responsible for his own performance.

Interview Suggestions

Coaching Suggestions

Build on his self-confidence and sustain it by supporting his good feelings about himself.
If Bill seems arrogant, remember that awareness of his strengths will help him maintain his best performance levels. Deal with perceived arrogance by asking him to evaluate his own relationship to his peer group and others. If he cares about the impact he is having, he will work to correct it without hurting his confidence.
Encourage him to continue to feel responsible for his performance.
Coach Bill to commit to mutually agreed-upon goals.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 10

V. Attitudes (continued)
Lifestyle Management

Handling Stress Well

Stress Management Training Would Help

Bill appears to manage his energy and deal with stress very well. He will be able to work to deadlines and manage difficult situations and demanding users without suffering the negative effects of stress. Pressure and his ability to cope with stress effectively should even enhance his performance in challenging situations.
* The ability to adapt and cope effectively with stress can be a large asset in any business environment, particularly one filled with demanding users and clients. Bill may become helpful as a resource to help others learn stress coping strategies.

Coaching Suggestions

Bill may need continual challenge from his work environment to avoid boredom.
He may be an effective mentor for those who could benefit from learning how to cope with stress.
He should be able to assume additional responsibilities when there are additional challenges.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 11

V. Attitudes (continued)
Approach to Networking/Self-Promotion

Comfortable

Uncomfortable

Bill would enjoy and be quite comfortable in promoting the company and himself providing he has a belief in the product. Networking in new markets would provide a positive challenge which he can address with appropriate training and joint work with a mentor or manager. He has the right attitude to be successful in dealing with rejection while prospecting and looking for business opportunities.

Coaching Suggestions

Assign him to roles that include looking for sales or marketing opportunities. Because his overall approach to networking and self-promotion is consistent with the attitudes of successful sales people and those who are comfortable networking and promoting products and themselves, he should be comfortable in that role in a customer contact center.
Help him understand that his comfort with networking and self-promotion is a strength that, combined with strong self-management skills, motivation to succeed financially and good communication skills, can help him in sales.

Listening Style

Very Good Listener

Needs Coaching

Bill's responses indicate that he may have some areas for growth in his approach to listening. Bill may show some difficulty listening attentively to others for longer periods of time. He may also need development in actively listening to the needs and/or concerns of customers. Bill's approach to listening may be a concern in areas that involve considerable interaction with customers, peers or others.

Coaching Suggestions

Bill would benefit from some coaching to enhance his approach to listening and enable him to be a more attentive and effective listener. A mentor would be helpful if he is to be a more effective listener.
It may be possible to develop his approach to listening through role-playing potential interactions that Bill will encounter with customers. Bill would also benefit from training in methods of handling specific customer and/or other business interactions.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 12

VI. Emotional Intelligence
EQ Definition: The ability to understand and apply emotional information about ourselves and others effectively.

SELF AWARENESS I: MOOD LABELING

Labels feelings and emotions as they are happening

Does not label feelings and emotions as they are happening

A measure of a person's ability to accurately label personal feelings and emotions.

SELF AWARENESS II: MOOD MONITORING

High monitoring

Optimal monitoring

Low monitoring

A measure of the amount of energy a person puts forth in monitoring his/her own feelings and emotions.

SELF CONTROL

Demonstrates good self control

Low control over impulses and negative emotions

A measure of a person's restraint as it relates to one's control over his/her impulses, emotions, and/or desires.

MANAGING EMOTIONAL INFLUENCES

Perseveres

Focus can change

A measure of a person's ability to manage emotional influences that would prevent him/her from taking those actions that he/she believes are necessary in dealing effectively with everyday situations and/or meeting personal goals.

EMPATHY

Recognizes emotions in others

Low awareness of emotions of others

A measure of a person's ability to understand the feelings and emotions of others.

SOCIAL JUDGEMENT

Uses knowledge of the emotions of others in decision-making

Does not factor in the emotions of others in decision-making

A measure of a person's ability to make appropriate decisions in social situations based on the emotional states of others.

OVERALL

Understands & uses emotional information

Relies on non-emotional information

An overall measure of how well a person understands emotional information and uses it effectively.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 13

VIII. SUMMARY OF SCORES

EP	SELF-MANAGEMENT
88
	VERY PROACTIVE	RESPONSIVE

MP	MOTIVATIONAL PROFILE
20
	CHALLENGE ORIENTED	CHALLENGE/SERVICE	RELAXED/DEPENDABLE

IP	TEAM ORIENTATION
30
	VERY INDEPENDENT	INDEPENDENCE ORIENTED	TEAM ORIENTED VERY TEAM ORIENTED

CWC	COMFORT WITH CONFLICT
47
	COMFORTABLE WITH CONFLICT	AVERAGE	AVOIDS CONFLICT

PO	PEOPLE ORIENTATION
11
	VERY SOCIABLE	BUILDS RELATIONSHIPS SLOWLY

AO	ANALYTICAL ORIENTATION
-1
	ANALYTICAL/SYSTEMATIC	LEARNS THE ESSENTIALS

EQ	EMOTIONAL QUOTIENT
76
	HIGH EMOTIONAL AWARENESS	RELIANCE ON NON-EMOTIONAL INFORMATION

PAGE 1 SCORES

	Enterprising	People Oriented	Achievement Oriented	Independent

Power Scores	133	11	96	109
Neutr Scores	45	-1	76	79

	Acquiescent	Investigative	Relaxed	Team Oriented
	92	10	96	76
	BL	AP	PS	EQ

PAGE 2 SCORES

64	64	55	20	5
SC	LM	NSP	LS	UC

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 14

VIII. Responses From Opinions Section

1=Don't Agree At All

2=Agree A Little

3=Somewhat Agree

4=Moderately Agree

5=Definitely Agree

1. Effort gets results. (5)
2. I thrive under pressure. (5)
3. I rarely interrupt others while they are speaking. (3)
4. I often discuss my career with friends. (3)
5. I am often influenced by others. (2)
6. I would have difficulty integrating a demanding career into my lifestyle. (1)
7. I have never told a lie. (1)
8. I would not like to be a sales person. (1)
9. Most mistakes can be avoided. (4)
10. I am comfortable with changes in technology. (5)
11. I like to hear people fully explain their point of view. (3)
12. I avoid actions that might make people dislike me. (2)
13. People's good qualities are seldom recognized. (1)
14. I sometimes lack the energy to perform important tasks. (1)
15. Most conversations take too long. (3)
16. It is important that people approve of me. (2)
17. I am good at most things that I try to do. (5)
18. I stay focused on my priorities. (4)
19. After listening to an interesting anecdote, I like to describe a similar situation involving me. (4)
20. Sales people have a positive public image. (3)
21. Success is mostly luck. (2)
22. I often allow my attitude to affect my performance negatively. (2)
23. All my habits are good and desirable ones. (1)
24. I am comfortable when people do not agree with me. (4)
25. People get the respect that they deserve. (4)
26. I generally have a positive attitude towards work. (5)
27. I never envy others their good luck. (3)
28. I am persistent in getting others to agree with my point of view. (4)
29. It is impossible to change company procedures. (1)
30. I find it difficult to manage my professional demands. (1)
31. I prefer to listen in conversations. (2)
32. I find it easy to make new acquaintances. (4)
33. Hard work brings success. (5)
34. I excel in a dynamic environment. (5)
35. I consciously pause before responding to others. (3)
36. I am comfortable promoting my ideas to friends and associates. (4)
37. Plans never work out. (1)
38. I often avoid difficult tasks. (2)
39. I have never been late for work or for an appointment. (1)
40. In a group, I feel uncomfortable if a person does not like me. (3)
41. I create opportunities. (5)
42. I take care of myself with good daily habits. (4)
43. I try to do most of the talking when presenting materials to others. (3)
44. I have been successful in developing a large network of people. (4)
45. Compliments make me uncomfortable. (2)
46. I have difficulty coping with daily job challenges. (1)
47. I have never boasted or bragged. (1)
48. I adapt to what others expect of me. (3)

49. A good plan can avoid mistakes. (5)
50. Stress improves my performance. (4)
51. After listening to someone talk, I repeat the important points back to them to insure my understanding. (3)
52. I often refer people to my family and friends. (4)
53. Hard work does not always get results. (3)
54. To be effective on the job, I need more energy. (2)
55. I make sure others have finished speaking before I respond. (2)
56. Informal social events are a good source of business contacts. (4)
57. I find it easy to talk about myself. (5)
58. Regular habits are an important part of my success. (4)
59. I have never said anything unkind about anyone else. (1)
60. I have met very few people whom I did not like. (2)
61. I am distracted easily. (3)
62. Professional demands often interfere with my lifestyle. (1)
63. People take too long to get to the point. (2)
64. I get upset when sales people call me at home. (2)
65. I am a confident person. (5)
66. I can concentrate on my work for long periods of time. (2)
67. I will interrupt other people to provide an answer to their question. (2)
68. To be successful in my career, I must change my image. (1)
69. My performance depends on the situation. (2)
70. To be effective, I need to make several lifestyle changes. (1)
71. No one is ever rude to me. (1)
72. I would rather talk to a client on the telephone than in person. (1)
73. I am successful in most aspects of my life. (5)
74. Work does not get me down. (5)
75. I enjoy listening to other people. (4)
76. Most people would prefer not to deal with salespeople any more than necessary. (3)
77. I am reluctant to make decisions. (1)
78. Lifestyle demands have interfered with my career success. (1)
79. I always admit my own mistakes. (1)
80. To perform up to my potential, I must have total belief in my job. (3)
81. I take time to reflect on my accomplishments. (3)
82. I enjoy pressure on the job. (4)
83. I give others my undivided attention when they are speaking to me. (3)
84. I have bought a product or service mainly because of the salesperson. (5)
85. I let the organization define my training needs. (2)
86. People do not understand the pressures of my job. (2)
87. I prefer to ask very specific questions that require only a 'yes/no' answer. (2)
88. My business contacts are a good source of future sales. (5)
89. Effort is entirely my responsibility. (5)
90. I manage stress effectively. (5)
91. I have a tendency to finish other people's sentences. (3)
92. To be a successful salesperson, it is necessary to get potential buyers to like me. (3)
93. Others have interfered with my success. (2)
94. It is difficult to establish job priorities. (1)
95. I am not a good listener. (1)
96. I feel comfortable promoting myself and my company at social gatherings. (5)

ContactCenterPro™

Personal Feedback

for Bill Sample January 25, 2007

Contents	Page

I. General Recommendations	1
II. What to Seek & Avoid in Your Career Path	2
III. Summary of Strengths	3
IV. Communication Style	5
V. Self-Confidence & Lifestyle Management	6
VI. Career Building Attitudes	7

The Customer Care Profile is designed to provide you with real information about yourself that you can use. By identifying and understanding your personal strengths, you will be able to take advantage of them in both your personal and professional activities. This profile will provide you with suggestions on how to do that and help you identify growth areas as well. We trust you will find this information useful and wish you every success.
John C. Marshall, Ph.D.

ID# ABABABAB for Bill Sample on January 25, 2007

©2007 Selection Testing Consultants International, Quality Profiles Ltd.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 1

I. GENERAL RECOMMENDATIONS
An Overview of Your Customer Care Profile

Your overall profile indicates that you need the opportunity to manage your own career and achieve your own goals on a regular basis. You are motivated by challenge, independent and would feel constrained by too much structure. Your profile indicates that you can be a top performer in most environments but would be most comfortable creating your own structure and systems. Look for careers that reward productivity and use your overall strengths as a self-manager to move towards your goals.

Your Most Effective Self-management Style

You are generally very assertive, competitive, self directed, goal oriented and aggressive. You will initiate activity on your own authority rather than responding to others. When working towards your goals you are able to motivate yourself. You are self-directed, self-evaluating and need minimal feedback to be effective. You can be very critical of your own performance. This is a strength that will help you succeed in most careers. Be a strong 'self-manager' by planning your own activities, managing your time effectively, focusing your effort and evaluating your progress.

Your Motivational Structure

You have a considerable sense of urgency about getting things done and a focus on the bottom line. You like to set goals and achieve them on a regular basis. You like to find ways to measure your success and may set high standards of income as one of the ways to measure your achievements. At times you may set standards that are too high for you and if working with others, you may be a driver and occasionally impatient.

Your Preferred Approach to Being a Team Member or Team Leader

You are a highly independent person who will often ignore the structure and guidelines of a team and use your own experience and instincts to create your own procedures. You prefer to work independently or lead in the implementation of change.

Your Preferred Social Interaction Style

You are generally sociable, friendly and outgoing. You build relationships easily and are generally quite comfortable in a role that requires building relationships and a fair amount of interaction with other people.

Your Technical/Practical Orientation

You would be described as analytical, practical and logical. You are comfortable in situations that combine both technical and non-technical issues and would enjoy a certain amount of analysis and problem solving in your work. You would be comfortable working on projects where your technical contributions are complemented by other team members.

Your Feelings about Self-Confidence and Managing Stress

You show a very high level of self-confidence at this time. You believe that you are dealing very competently with most situations and you are not afraid to take responsibility for your own performance. You expect to succeed.

You appear to manage your energy and deal with stress quite well. You will be able to work to deadlines and manage difficult situations and demanding users without suffering the negative effects of stress. Pressure and the ability to cope with stress effectively should even enhance your performance in challenging situations.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 2

II. WHAT TO SEEK & AVOID IN YOUR CAREER PATH

Career Path Characteristics to Seek

Look for career paths that provide you with the opportunity to use your own initiative and allow you to plan and execute your own activity. A management system that facilitates and provides coaching would be best for you. You can expect to succeed in most career paths so choose the one that interest you most.
Seek career situations that take advantage of your technical knowledge and provide you with the opportunity to be creative. Be sure that any technical environment will provide training and technical specialists to deal with issues beyond your level of expertise.
Look for a career that allows you considerable independence and the choice of creating your own personal systems and structure.
Look for an environment which balances regular contact with clients, users and your peer group while giving you the opportunity to work on technical or support issues as well.
Look for a career path that balances servicing the needs of clients and customers with meeting your own goals. Seek a career that provides mixture of long-term goals with real social value and short-term performance goals so that you will be able to achieve on a regular basis as you work toward your longer-term goals.

Career Path Characteristics to Avoid

Avoid 'hands-on' management and other overly structured situations with rigid guidelines. Avoid situations where you cannot plan your own activities.
Avoid careers where your role would focus exclusively on highly technical issues or the development of very complex products and systems. Avoid roles that do not provide any variety or opportunity for creativity.
Avoid highly structured or very team oriented environments that require adherence to procedures and existing systems.
Avoid situations that do not provide opportunities to interact with others on a regular basis. Avoid career paths that are primarily public relations.
Avoid careers that do not provide you with regular challenges. Avoid careers that do not allow you to set your own short-term goals and work toward them. Avoid a career that does not reward you commensurate with your performance.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

Page 3

III. SUMMARY OF STRENGTHS
Self-Management

You would be described as very competitive, enterprising, assertive, tough minded, determined and goal oriented. You may display new and creative ways to reach your personal and work objectives and you will be self-evaluative and sometimes critical of your own performance. Given an aim, objective or requirement, you would be able to develop your own plan, manage your time and focus your effort on a daily basis to reach your goals. Being a self-manager should come very naturally to you and these skills should be refined through formal training and/or on-the-job experience. You have the potential to become a very strong self-manager who is able to work with limited guidance and direction. You are able to motivate yourself without frequent input from the management and should work well with a manager who coaches and consults rather than directs. You have the potential to be effective in a variety of situations including unfamiliar ones.
* Strong self-managers can be too strong for some cultures and management styles so try to match yourself with a strong manager who will be a good fit for you.

Coaching Suggestions

You will respond best to a coach or manager who provides an outline of organizational goals and provides you with feedback when you seek it.
A coach who consults and facilitates will be best for you.
Seek situations where you will be able to use your own initiative rather than having to respond to the needs of others all the time.
Look for projects and environments that will reward your initiative and consistent effort.
Your self-management potential is a strength to be developed to its fullest. Plan your day and follow your plan, rewarding yourself only if you have done everything that you have committed to doing.

Motivational Profile

You would be described as motivated by challenge and impatient when not achieving your goals. You are motivated by a mixture of short and long-term goals and are most effective in situations that offer both. You would enjoy working in an environment where you would have the opportunity to meet short-term targets on a regular basis, which would lead to achieving your longer-term objectives.

Coaching Suggestions

Your drive can be a positive force for you by helping you to seek new challenges and to be the best you can be at what you do. Make certain that you assess your short-term personal goals regularly and are certain that they are leading you to your longer-term objectives.
Your achievement orientation may create a sense of frustration if the goals you set are too hard and a sense of non-achievement if they are too easily achieved so look for reasonable targets and stretch your limits gradually. For example, if you are able to quantify your work, establish numerical targets and gradually increase them.
Make certain that your project goals are clearly defined and if they are not, define your own.
Challenge yourself to meet similar standards each day and if you find that you are not meeting them on a regular basis, evaluate whether your goals should be revised or whether you have been doing all that you can to achieve them.
Make a record of your accomplishments each day so that you will be able to track your progress more effectively.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

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III. SUMMARY OF STRENGTHS (continued)
Environmental Fit (Team Orientation)

You would be described as extremely independent, strong minded and stubborn. You would seek responsibility and dislike constant supervision. Your result indicates that you are an individual interested in developing your own skills, and innovative in developing your own procedures or methods of approaching business, perhaps even to the extent of conflicting with existing company procedures. In a team situation you would be most likely to move as quickly as possible into a team leadership role if you decided to participate in the team at all. This aspect of your character would be a strength where there are minimal guidelines and you are empowered to do what is necessary to solve a problem or resolve an issue. However, your independence could make things difficult for you in very structured environments where you were unable to implement change.

Coaching Suggestions

Seek an environment that is not highly structured and will allow you to develop systems and structure that will help enhance the environment.
Look for situations that will allow you to innovate.
Avoid criticizing existing procedures and organizational structure unless you have a superior alternative. Even when you feel your solution is better, be careful that your audience is interested in change.
Test your alternative hypotheses very thoroughly before presenting them.
When you are working in a team environment, avoid challenging the project goals unless you have examined your alternative hypothesis very thoroughly.

Comfort with Conflict

You tend to be quite comfortable in situations where there is potential for conflict. Occasionally, you may even create conflict to further your own goals. Comfort with conflict can be a strength and is often found in strong managers but it can also be a trait that is difficult for some managers to handle.

Coaching Suggestions

Being comfortable in situations where there is conflict will allow you to mediate.
Investigate conflict resolution strategies that will help you develop your strengths as a mediator.
Learn to view conflict and other forms of adversity as a challenge which you may use to enhance your ability to achieve success.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

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IV. COMMUNICATION STYLE
Social Orientation

You are generally sociable, friendly and outgoing. You have little difficulty in building relationships and are generally comfortable with other people. You should be able to work well in an environment where there is regular contact with new customers or with a well-established client base.

Coaching Suggestions

Evaluate your strengths as a listener. Make certain that, as a rule, you let people explain themselves thoroughly before offering your views.
Evaluate your performance as both a listener and a contributor at meetings with users, clients and peers. Do you respond to others or follow your own agenda?
Work on public speaking through community service or by taking formal courses.
When making a presentation, work on such skills as timing, breaking the ice with humorous remarks and speaking directly to members of the audience.

Analytical Orientation

You are comfortable in situations that combine both technical and non-technical issues. You would enjoy a certain amount of analysis and problem solving in your work but not exclusively. You would prefer to attend training sessions only if they would help you to perform your job more effectively but you would not necessarily regard extra training as an incentive. You may prefer to work in partnerships with others whose technical strengths complement your own.

Coaching Suggestions

Look for projects that will make use of your existing knowledge and provide associates whose knowledge will complement your own.
Seek projects that make use of your existing technical strengths while you develop a strategy to improve yourself in the areas of critical importance to the organization.
Make certain that you are familiar with the key competencies you will need to grow with the industry.
Review your technical development strategy with an experienced mentor.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

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V. SELF-CONFIDENCE & LIFESTYLE MANAGEMENT
Self-Confidence

Build on your self-confidence and continue to feel good about yourself.
Continue to feel responsible for your performance because you can make an impact.
Commit to achieving and exceeding agreed-upon job performance goals.
Confidence is good but be careful to avoid the appearance of arrogance.

Lifestyle Management

You appear to manage your energy and deal with stress very well. You will be able to work to deadlines and manage difficult situations and demanding users without suffering the negative effects of stress. Pressure and the ability to cope with stress effectively should even enhance your performance in challenging situations.
* The ability to adapt and cope effectively with stress can be a large asset in any business environment, particularly one filled with demanding users and clients. You may become helpful as a resource to help others learn stress coping strategies.

Coaching Suggestions

Identify and understand your own stress coping techniques so you can use them in other situations.
Continue to manage stressful situations as challenges that you can meet.
Share your stress coping strategies with others if they ask.
Good diet and exercise strategies will help you continue to manage your energy effectively.

ContactCenterPro™ (ID# ABABABAB for Bill Sample on January 25, 2007)

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VI. CAREER BUILDING ATTITUDES
Approach to Networking/Self-Promotion

You would enjoy and be quite comfortable in promoting your company and yourself providing you have a strong belief in your product and yourself. Networking in new markets would provide a positive challenge, which you can address with appropriate training and joint field work with a mentor or manager.

Coaching Suggestions

You may be interested in considering a sales or marketing career. Your overall approach to networking and self-promotion is consistent with the attitudes of successful sales people and those who are comfortable networking and promoting products and themselves.
When combined with strong self-management skills, motivation to succeed financially and good communication skills, your approach to networking can create many new opportunities.

Listening Skills

Your responses indicate that you may have some areas for growth in your approach to listening. You may have some difficulty listening attentively to others for long periods of time. You may also need development in actively listening to the needs and/or concerns of clients, peers and others. Your approach to listening may be a concern in areas that involve considerable interaction with clients.

Coaching Suggestions

You could benefit from some coaching to enhance your approach to listening and enable you to be a more attentive and effective listener. A mentor would be helpful if you are to be a more effective consultant.
It may be possible to develop your approach to listening through role-playing potential interactions that you will encounter with clients, peers or others. You would also benefit from training in methods of handling specific client and/or other business interactions.