ContactCenterScreenPlus™

for

Sample Person

March 9, 2010



ContentsPage
I. Recommendation/Background2
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.








CCS #005835277151 for Sample Person on March 9, 2010

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


 
 ContactCenterScreenPlus™ (CCS #005835277151 for Sample Person on March 9, 2010) Page 2 

I. Recommendation/Background

 Name  Sample Person
 Address  
 Telephone  555-0987
 Email Address  
 Desired Location  1.Evaluation Account


Sales Focus



Recommended
3.8		   Service Focus



Recommended
3.7


 EMPLOYMENT STATUS
1. Select the one that reflects your current situation Temporary Employment
2. If unemployed, how long have you been unemployed?  
3. If employed, how long have you been at your current job? 6 months to 1 year
4. If employed, what is your current job title?  
5. How many jobs have you held in the last 5 years? 1
6. What is the major reason you are looking for a job? Looking for a better opportunity
7. How much experience have you had in a sales or service environment? 1 to 3 years
8. How many management or supervisory roles have you had? 1
9. Please rate yourself as a customer service person. Excellent
10. How long would it take you to get to work at the location you selected to apply to? Less than 30 minutes
11. Have you ever worked for us before? No
 12. Which of the following sales/service roles have you at least 6 months experience?
a. Call Center Customer Service Yes
b. Call Center Technical Support No
c. Call Center Telesales Yes
d. Retail Sales/Service No
e. Financial Services No
f. Hospitality No
g. None No
 EDUCATIONAL BACKGROUND
13. What is your level of education? Some University/College/Trade School
14. If you attended University, College or Trade School, please indicate which one:  
15. Location of University, College or Trade School  
16. Your course of study  
 OTHER
17. Do you speak any other languages? If so, please specify.  

©2007, Selection Testing Consultants Intl Ltd., Quality Profiles Ltd.
 
 ContactCenterScreenPlus™ (CCS #005835277151 for Sample Person on March 9, 2010) 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
       

Uncertainty Quotient: 1 (Scores of 3 or lower indicate that results are probably reliable. Scores of 4 or 5 indicate candidate is answering in a highly socially desireable manner. Review thoroughly.)


©2007, Selection Testing Consultants Intl Ltd., Quality Profiles Ltd.
 
 ContactCenterScreenPlus™ (CCS #005835277151 for Sample Person on March 9, 2010) Page 4 

III. Attitudes


Self Confidence
Feels in Control Feels Controlled

Sample demonstrates confidence consistent with the majority of the population, believing that he/she is capable of handling most situations that he/she is likely to encounter. Like most people, he/she may feel that he/she 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

Sample has some questionable attitudes toward 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 as described below to determine if his/her attitude would have a negative impact on his/her performance and other people.

Interview Suggestions
  • Do you intend to pursue a long term career in service related role?
  • What do you expect to be doing in 5 years?
  • What would you like to accomplish while working here?

Attitudes about Sales
Very Positive Some Concerns

Sample would tend to be comfortable with some aspects of selling. To prospect and network from a business perspective, he/she would require a commitment to product and a practised method of approaching people. The requirement for consistent networking and prospecting could require ongoing support until he/she becomes effective.

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