Contact Center POP™

Contact Center Snapshot

for SAMPLE CONTACT CENTER POP August 31, 2017

Recommendations

Sales	Sales and Service	Service Only



Proceed 4.0	Proceed with Caution 3.0	Proceed with Caution 2.5

Results Reliable?

Yes

Caution

* If results are not reliable it may suggest that the candidate is responding to the questionnaire in a socially desirable manner. Please proceed with caution with the results and explore thoroughly with candidates before proceeding to selection.

ID# BHIVWTMGNSW5 for SAMPLE CONTACT CENTER POP on August 31, 2017

©2007-2023 Selection Testing Consultants International, Quality Profiles Ltd.

Contact Center POP™ (ID# BHIVWTMGNSW5 for SAMPLE CONTACT CENTER POP on August 31, 2017)

Page 2

Contact Center POP™ (CCP™) Scoring

CCP™
Score

Sales

Sales & Service

Service Only

Formula

Score

Formula

Score

Formula

Score

EP=82

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

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

AP=78

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

-0.5

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

-0.5

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

-0.5

IP=90

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=44

Subtract 1 if:
PO less than 0

AO=-43

Subtract 1 if:
AO less than 0

-1

SC=79
LM=84

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

NSP=70

Subtract 1 if:
NSP less than 25

EQ=89

Subtract 1 if:
EQ less than 55

UC=0

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

Science
Score

Sales

4.0

Sales & Service

3.0

Service Only

2.5

Contact Center POP™ (ID# BHIVWTMGNSW5 for SAMPLE CONTACT CENTER POP on August 31, 2017)

Page 3

Summary of Scales and Interview Suggestions

EP	ENTERPRISING POTENTIAL
82
	VERY PROACTIVE	RESPONSIVE

SAMPLE would be described as very assertive, competitive and goal oriented. He/She 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/She will be able to motivate him/herself and prefers to evaluate his/her own performance with little feedback from management. When he/she is comfortable with his/her role, he/she will be able to handle most situations on his/her own and will be able to monitor and manage his/her own daily activities. SAMPLE 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/her with a capable manager who will facilitate for him/her rather than micro-manage him/her.

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?

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

AP	ACHIEVEMENT POTENTIAL
42
	CHALLENGE ORIENTED	CHALLENGE/SERVICE	RELAXED/DEPENDABLE

SAMPLE would be described as highly motivated by challenge, task oriented and occasionally quite impatient. He/She is an individual with a great deal of drive, energy and ambition. He/She enjoys achieving goals regularly and is quite likely to seek out challenge in his/her work. He/She would be well suited to a fast-paced environment where his/her compensation includes a performance bonus based on meeting specific goals. People with his/her motivational structure can be top performers if well matched to the right environment but SAMPLE must also remember to be careful to follow up on the people/service aspects of his/her work.
* Individuals who are highly motivated by challenge need to have commensurate self-management ability to meet the challenges that they set for themselves. If they are consistently unable to achieve their goals, they can become candidates for 'burn-out'.

People with SAMPLE's approach to challenge can be very effective sales people if they are comfortable with selling and understand that providing a customer with added value is a service that enhances the relationship.

Interview Suggestions

Outline your goal setting process.

How do keep track of your progress? If you are not meeting your targets, what do you do?

Describe some of your most recent achievements. How did you establish the goals?

How have you been able to convert your challenge orientation to helping you in past business roles?

Have you ever sold a product or service? How effective were you? What made you effective?

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

Contact Center POP™ (ID# BHIVWTMGNSW5 for SAMPLE CONTACT CENTER POP on August 31, 2017)

Page 4

Summary of Scales and Interview Suggestions (cont'd)

IP	INDEPENDENCE POTENTIAL
90
	VERY INDEPENDENT	INDEPENDENCE ORIENTED	TEAM ORIENTED VERY TEAM ORIENTED

SAMPLE 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/her, he/she will probably develop his/her own systems. If an issue arises that is not covered satisfactorily by existing procedures, he/she is likely to create a new procedure to resolve the issue. This area of his/her character will be a strength where guidelines are minimal and he/she is expected to consult on new systems or structure. This level of independence can help him/her 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
42
	COMFORTABLE WITH CONFLICT	AVERAGE	AVOIDS CONFLICT

SAMPLE has the potential to be quite comfortable in situations where there is conflict such as an angry or disgruntled customer. His/Her comfort with conflict can be a strength in situations where conflict is a common occurrence or there is ongoing tension that may require his/her intervention. People with SAMPLE'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?

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

Contact Center POP™ (ID# BHIVWTMGNSW5 for SAMPLE CONTACT CENTER POP on August 31, 2017)

Page 5

Summary of Scales and Interview Suggestions (cont'd)

PO	PEOPLE ORIENTATION
44
	VERY SOCIABLE	BUILDS RELATIONSHIPS SLOWLY

SAMPLE is extremely sociable, cheerful, friendly and outgoing. He/She is enthusiastic and a fluent talker who is able to build relationships easily. He/She is quite comfortable with other people. He/She will be able to work well in an environment where there is regular contact with new customers and should be able to represent the organization well.

Interview Suggestions

Describe a presentation that you gave to a group of people.

What did you enjoy about it? What would you do differently next time?

Evaluate your strengths as a communicator. How will you be able to use your strengths in a customer care role?

What areas would you like to improve?

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

AO	ANALYTICAL ORIENTATION
-43
	ANALYTICAL/SYSTEMATIC	LEARNS THE ESSENTIALS

SAMPLE prefers to learn only what is necessary to do his/her job effectively. He/She is likely to avoid complex technical problems or intellectual and conceptual challenges unless they have a practical application. He/She is more likely to reach his/her full potential in a non-technical environment such as reviewing the general needs of customers and referring them to the suitable solution provider. He/She would prefer to avoid detail and work on the macro level issues.

Interview Suggestions

Describe the most demanding technical job which you have had.

How effective were you? What did you enjoy about it? Not enjoy?

How have you dealt with a customer problem when you did not know the solution? Was the customer's problem fixed?

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

Contact Center POP™ (ID# BHIVWTMGNSW5 for SAMPLE CONTACT CENTER POP on August 31, 2017)

Page 6

Attitudes and Opinions


79	84	70	22
SC	LM	NSP	LS	UC Exploration Guidelines

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

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

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

Listening Style (LS)
SAMPLE's responses indicate that he/she has an approach to listening that is typical of the majority of people. SAMPLE is likely to listen to others attentively most of the time but he/she may have some development opportunities in his/her listening style.

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

Contact Center POP™ (ID# BHIVWTMGNSW5 for SAMPLE CONTACT CENTER POP on August 31, 2017)

Page 7

SUMMARY OF SCORES

EP	ENTERPRISING POTENTIAL
82
	VERY PROACTIVE	RESPONSIVE

AP	ACHIEVEMENT POTENTIAL
42
	CHALLENGE ORIENTED	CHALLENGE/SERVICE	RELAXED/DEPENDABLE

IP	INDEPENDENCE POTENTIAL
90
	VERY INDEPENDENT	INDEPENDENCE ORIENTED	TEAM ORIENTED VERY TEAM ORIENTED

CWC	COMFORT WITH CONFLICT
42
	COMFORTABLE WITH CONFLICT	AVERAGE	AVOIDS CONFLICT

PO	PEOPLE ORIENTATION
44
	VERY SOCIABLE	BUILDS RELATIONSHIPS SLOWLY

AO	ANALYTICAL ORIENTATION
-43
	ANALYTICAL/SYSTEMATIC	LEARNS THE ESSENTIALS

EQ	EMOTIONAL QUOTIENT
89
	HIGH EMOTIONAL AWARENESS	RELIANCE ON NON-EMOTIONAL INFORMATION

ATTITUDES/OPINIONS

79	84	70	22
SC	LM	NSP	LS	UC Exploration Guidelines
79	42	116	89
BL	AP	PS	65EQ