for

Bill Sample

January 25, 2007



ContentsPage

I. Recommendation2
II. Candidate Snapshot3
III. Attitudes4



The ContactCenterScreenPlus (CCS) is designed to provide insight into the strengths of individuals seeking positions in contact centers. By examining a candidate's work history, personality and attitudes, the CCS will assist managers in selecting people for contact center positions and fit them to suitable roles. This profile will also help managers coach their people more effectively.

John C. Marshall, Ph.D.






#ABABABAB for Bill Sample on January 25, 2007

©2007, Selection Testing Consultants Intl Ltd., Quality Profiles Ltd.


 
 ContactCenterScreenPlus™ (#ABABABAB for Bill Sample on January 25, 2007) Page 2 

I. Recommendation

 Name  Bill Sample
 Address  123 Street
 Telephone  316 456-1234
 Email Address  bSample@self-management.com
 Desired Location  Location#1


Sales Focus



Conditionally Recommended
3.4
  Service Focus



Recommended
3.6


 EMPLOYMENT STATUS
Select the one that reflects your current situation Employed Part-Time
If unemployed, how long have you been unemployed?  
If employed, how long have you been at your current job? 6 months to 1 year
If employed, what is your current job title? Service representative
How many jobs have you held in the last 5 years? 3
What is the major reason you are looking for a job? Looking for a better opportunity.
How much experience have you had in a sales or service environment? 1 to 3 years
How many management or supervisory roles have you had? None
Please rate yourself as a customer service person. Very Good
How long would it take you to get to work at the location you selected to apply to? 30 minutes to an hour
Have you ever worked for us before? No
 Which of the following sales/service roles have you at least 6 months experience?
Call Center Customer Service Yes
Call Center Technical Support No
Call Center Telesales No
Retail Sales/Service No
Financial Services No
Hospitality No
None No
 EDUCATIONAL BACKGROUND
What is your level of education? University/College Graduate
If you attended University, College or Trade School, please indicate which one: Humber College
Location of University, College or Trade School Toronto
Your course of study Marketing

©2007, Selection Testing Consultants Intl Ltd., Quality Profiles Ltd.
 
 ContactCenterScreenPlus™ (#ABABABAB for Bill Sample on January 25, 2007) Page 3 

II. Candidate Snapshot


Success Factors


  High Scores Average Low Scores
Self Manager High Initiative Balanced Responds
       
Task Orientation High Balanced Low
       
Approach to Structure Creates Own Adaptable Depends on it
       
Approach to Conflict Handles Well Satisfactory Uncomfortable
       
Taking Responsibility Very Much So Satisfactory Some Questions
       
A People Person? Very Sociable Average Reserved
       
Detail Oriented Very Much So Average Learns Essentials
       
Attitudes about Service Excellent Satisfactory Some Questions
       
Networking/Promotion Excellent Satisfactory Not a Strength
       
Job Stability Stable Relatively Stable Frequent Changes
       


©2007, Selection Testing Consultants Intl Ltd., Quality Profiles Ltd.
 
 ContactCenterScreenPlus™ (#ABABABAB for Bill Sample on January 25, 2007) Page 4 

III. Attitudes


Self Confidence
Feels in Control Feels Controlled

Bill demonstrates confidence consistent with the majority of the population, believing that he is capable of handling most situations that he is likely to encounter. Like most people, he may feel that he needs help occasionally with difficult problems or situations.

Interview Suggestions
  • What are the things that you have done well in your previous service position?
  • What are some of the things that you are planning to improve?
  • Outline a situation in which you developed a plan which you implemented successfully.
  • Describe the things that make you successful.


Attitudes about Service
Very Positive Some Concerns

Bill has a satisfactory attitude toward most of the issues related to building a service based career, working with customers and earning their respect. You may wish to probe some of these issues described below to determine if there is any potential for concern.

Interview Suggestions
  • What do you enjoy most about providing good service?
  • What would you like to accomplish while working here?
  • Outline your achievements in your most recent position.
  • Describe a situation where you had to deal with the same issues from different customers on a regular basis. How did you enjoy that?


Attitudes about Sales
Very Positive Some Concerns

Bill would tend to be somewhat uncomfortable with selling. To prospect and network from a business perspective, he would require a strong commitment to product and a well developed method of approaching people. The requirement for prospecting and selling could be a very difficult challenge for him.

Interview Suggestions
  • How do you feel about selling our products and services?
  • Have you ever done any selling? What did you like about it? Not like about?
  • How do you feel about sales people?
©2007, Selection Testing Consultants Intl Ltd., Quality Profiles Ltd.