ContactCenterPro™

Contact Center Snapshot

for Bill Sample January 25, 2007

Recommendations

Sales

Proceed with Caution
2.5

Sales and Service

Proceed
3.5

Service Only

Re-direct
2.0

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

Page 2

ContactCenterPro™ (CCP™) Scoring

CCP™
Score

Sales

Sales & Service

Service Only

Formula

Score

Formula

Score

Formula

Score

EP=88

If EP in range 20 to 50	5
If EP greater than 50	4
If EP less than 20	4

If EP greater than 50	5
If EP in range 20 to 50	4
If EP less than 20	3

If EP in range 20 to 50	5
If EP greater than 50	4
If EP less than 20	4

MP=20

Subtract .5 if:
MP greater than 20
or
MP less than -15

Subtract .5 if:
MP greater than 20
or
MP less than -10

Subtract .5 if:
MP greater than 20
or
MP less than -20

IP=30

Subtract .5 if:
IP greater than 10
or
IP less than -30

-0.5

Subtract .5 if:
IP greater than 10
or
IP less than -30

-0.5

Subtract .5 if:
IP less than -20

PO=11

Subtract 1 if:
PO less than 0

AO=-1

Subtract 1 if:
AO less than 0

-1

SC=64
LM=64

Subtract 1 if:
SC less than 25
or
LM less than 25

NSP=55

Subtract 1 if:
NSP less than 25

EQ=76

Subtract 1 if:
EQ less than 55

UC=48

Subtract .5 if:
UC greater than 45
Subtract 1 if:
UC greater than 60

-0.5

Subtract .5 if:
UC greater than 45
Subtract 1 if:
UC greater than 60

-0.5

Subtract .5 if:
UC greater than 45
Subtract 1 if:
UC greater than 60

-0.5

Science
Score

Sales

3.0

Sales & Service

4.0

Service Only

2.5

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

Page 3

Summary of Scales and Interview Suggestions

EP	SELF-MANAGEMENT
88
	VERY 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?
______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

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

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?
______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

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

Page 4

Summary of Scales and Interview Suggestions (cont'd)

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

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.
______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

CWC	COMFORT WITH CONFLICT
47
	COMFORTABLE WITH CONFLICT	AVERAGE	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?
______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

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

Page 5

Summary of Scales and Interview Suggestions (cont'd)

PO	PEOPLE ORIENTATION
11
	VERY SOCIABLE	BUILDS RELATIONSHIPS SLOWLY

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?
______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

AO	ANALYTICAL ORIENTATION
-1
	ANALYTICAL/SYSTEMATIC	LEARNS THE ESSENTIALS

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?
______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

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

Page 6

Attitudes and Opinions


64	64	55	20	5
SC	LM	NSP	LS	UC

Self Confidence (SC)
Bill demonstrates high levels of confidence at this time.

Lifestyle Management (LM)
Bill demonstrates very effective habits and approaches to managing his lifestyle.

Networking & Self Promotion (NSP)
Bill has a very positive attitude about sales, networking and managing rejection.

Listening Style (LS)
Bill demonstrates effective habits and approaches to managing his lifestyle.

Uncertainty Coefficient (UC)
Bill has an acceptable score on the UC scale indicating that he is not answering in a socially desireable manner. His answers on the attitude scales tend to be reliable.