CCS2 #JHJ72QIRE6SY for SAMPLE SAMPLE on October 4, 2022

Contact Center Screen™ (Version 2.0)

Full Report - SAMPLE SAMPLE

Table of Contents	Page



Recommendation / Background	2
Candidate Snapshot	3
Performance Factors	4
Communication Factors	5
Attitudinal Factors	6

The Contact Center Screen™ is designed to help managers / recruiters make an informed decision about the suitability of a particular candidate seeking employment in a contact center environment. As such, the Contact Center Screen™ highlights each candidate’s inherent strengths and growth opportunities as they pertain to success in a customer service role, allowing for strategic placement, selection, and coaching decisions to be made in an informed manner.

John C. Marshall, PhD

CCS2 #JHJ72QIRE6SY for SAMPLE SAMPLE on October 4, 2022

©1979-2024 Selection Testing Consultants International Ltd

Contact Center Screen™ (Version 2.0) (CCS2 #JHJ72QIRE6SY for SAMPLE SAMPLE on October 4, 2022)

Page 2

Recommendation / Background

Candidate Information:
Name: SAMPLE SAMPLE Address: Telephone: 864-233-3007 Email Address: jane@smartworknetwork.com	Desired Location: Smart Work Assessments Position: Service

Sales	Service
Not Recommended 1.8	Not Recommended 2.1

Background:
1. Select the response that best reflects your current position.	Temporary Employment
2. If unemployed, how long have you been unemployed?	6 – 12 months
3. If a student, how many years of school do you have left?	2 years
4. What is the major reason you are currently looking for a job?	Didn’t like job
5. How much experience have you had in a hospitality or service environment?	1 – 3 years
6. How many previous jobs have you had the hospitality or service industry?	3
7. In your current position, what percentage of your time is spent interacting with customers?	100% of my time
8. How many management / supervisory positions have you held in the past?	None
9. How many different jobs have you had in the past 5 years?	3
10. Please rate how you think you would do in a customer service role.	Average
11. How long would it take you to get to work at the location that you applied to?	30 min to 1 hour
12. Do you have any family members or friends that work for our company?	No
13. What is your level of education?	High School Graduate
14. If you attended University, College or Trade School, please indicate which one:
a. Location of University, College or Trade School:
b. Your course of study:

Contact Center Screen™ (Version 2.0) (CCS2 #JHJ72QIRE6SY for SAMPLE SAMPLE on October 4, 2022)

Page 3

Candidate Snapshot

Enterprising Potential

-3

High Initiative / Proactive

Responsive

Achievement Potential

-9

Challenge / Financial Gain

People / Relationships

Independence Potential

-8

Independent

Prefers Structure

People Orientation

Outgoing / Sociable

Builds Relationships Over Time

Analytical Orientation

Analytical

Overlooks Detail

Comfort With Conflict

-9

Very Comfortable With Conflict

Avoids Conflict

Self Confidence

Very Confident

Growth Opportunity

Lifestyle Management

Well Developed Coping Strategies

Growth Opportunity

Attitudes About a Service Career

Very Positive Attitudes About A Service Career

Negative Attitudes About A Service Career

Reliability of Results (Honesty Scale)

Potentially Unreliable Results

Reliable Results

Contact Center Screen™ (Version 2.0) (CCS2 #JHJ72QIRE6SY for SAMPLE SAMPLE on October 4, 2022)

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Performance Factors

Enterprising Potential

-3

High Initiative / Proactive

Responsive

SAMPLE would be described as possessing an average potential to self manage. As such, he/she will be comfortable in situations that require a balance between a responsive and proactive disposition. More specifically, SAMPLE will be effective in environments that require responsiveness to customer and organizational needs combined with the need to plan and initiate additional tasks in a more independent manner. Overall, he/she will likely work most effectively with a manager who provides clear guidance and feedback, without being too controlling.

Interview Suggestions
1. How do you currently organize and prioritize your daily responsibilities?
2. Outline a situation where you had to respond to the needs of a demanding customer.
3. Describe a situation in which you took initiative. Is there anything you would do differently?

Achievement Potential

-9

Challenge / Financial Gain

People / Relationships

SAMPLE possesses a modest sense of urgency and likely balances his/her efforts and motivation between short and long term goals. When interacting with customers, he/she will handle their needs in a timely manner, yet pay particular attention to being thorough and precise. SAMPLE is a stable and dependable employee, and is very methodical and deliberate in all that he/she does. With respect to closing business, he/she will likey wait until a relatively strong relationship has been forged before asking for the business. SAMPLE will also be effective in a more service-oriented role.

Interview Suggestions
1. Describe a situation where you had to complete a task under very tight time constraints. What strategies did you employ in order to be successful?
2. If you had a choice, would you prefer to work in an environment where you were responsible for several tasks at one time, or an environment where you could focus on just one task at a time? Explain your answer?
3. What are the things that motivate you to do well in a service-oriented role? Why?
4. Describe for me a situation that illustrates that you are a patient person.

Independence Potential

-8

Independent

Prefers Structure

SAMPLE would be described as cooperative, obliging, efficient and conscientious. He/She would function most effectively in a group environment; however, one in which individual initiative is promoted and recognized. He/She will appreciate, and in some cases rely on, early supervision but will expect less guidance after gaining the relevant experience. He/She would be expected to integrate well within an organization's existing systems and work well with a group of peers who are similar in nature.

Interview Suggestions
1. Describe the work environment that you have found most suitable to your personality.
2. What do you like most about working independently? In a group?
3. Describe your ideal manager.
4. Describe a situation where you worked independently in a group / team context. How did the group coordinate their efforts?

Contact Center Screen™ (Version 2.0) (CCS2 #JHJ72QIRE6SY for SAMPLE SAMPLE on October 4, 2022)

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Communication Factors

People Orientation

Outgoing / Sociable

Builds Relationships Over Time

SAMPLE tends to take time to get to know people. He/She would prefer to build friendships slowly until he/she feels more comfortable with the individual. SAMPLE would feel more at ease dealing with established clientele because of his/her tendency to build relationships over a longer period of time. Overall, he/she would be considered more introverted by nature, and therefore will be more comfortable in a position that does not require frequent interactions with customers or other people he/she is not familiar with.

Interview Suggestions
1. How would you describe your strengths as a communicator?
2. Describe the last time that you entered a new work environment.
3. How did you build effective relationships in this new environment?
4. Describe a situation where you had to speak in front of a large group. How comfortable were you in this situation? Is there anything you would have done differently?

Analytical Orientation

Analytical

Overlooks Detail

SAMPLE would be described as practical and somewhat analytical. He/She would be comfortable in an environment with a balanced mix of technical and non-technical issues and some problem solving components. He/She would be willing to attend training sessions and learn the critical skills that are needed to perform the job more effectively; however, he/she would not necessarily regard extra training or research as an incentive. As a manager, coach him/her using a moderate amount of detail and explanation in order to obtain the best results.

Interview Suggestions
1. What attributes do you possess that make you a strong problem solver? Growth Opportunities?
2. Describe a situation where you had to learn a lot of new material. What strategies did you employ in order to retain all of the new information?
3. What are some of the current developments that could have an impact on this business? How would you keep informed of these changes?

Comfort With Conflict

-9

Very Comfortable With Conflict

Avoids Conflict

SAMPLE is relatively comfortable in situations where there is some conflict but would be most at ease in an environment where conflict was neither the normal state of affairs, nor too intense. He/She is best suited to roles that deal with some conflict where the organization is prepared to invest in training and strategies that will help him/her resolve such situations effectively.

Interview Suggestions
1. Describe one of your previous working environments that included a lot of argument and conflict. How did you manage to work effectively in this environment?
2. How would you handle an unruly (e.g., rude, profane, disrespectful) customer?
3. Describe a situation where you had to deal with an angry customer. What was the outcome? Is there anything you would do differently looking back?

Contact Center Screen™ (Version 2.0) (CCS2 #JHJ72QIRE6SY for SAMPLE SAMPLE on October 4, 2022)

Page 6

Attitudinal Factors

Self Confidence

Very Confident

Growth Opportunity

SAMPLE possesses a below average level of self-confidence. More specifically, he/she does not perceive him/herself as possessing the skills or abilities necessary to be successful in the service industry. Moreover, when asked about his/her success in other areas of his/her life, he/she repeatedly attributed success to external factors (e.g., luck). Research in psychology refers to the idea of a "Self Fulfilling Prophecy", where an individual's performance oftentimes aligns itself with their cognitive projection of their likelihood for success (i.e., how successful they think they will be). As such, candidates with extremely low levels of self-confidence should be screened thoroughly as part of the selection process, as their likelihood for success may be impeded by their current psychological state.

Interview Suggestions
1. What attributes do you possess that will allow you to be successful in the service industry?
2. What do you perceive to be your growth opportunities?
3. What steps have you taken to improve in these areas? How are you monitoring your progress?
4. If I had to ask your worst enemy to describe you, what would they say? (look for honest answers - indicates strong self awareness and confidence that the good outweighs the bad)

Lifestyle Management

Well Developed Coping Strategies

Growth Opportunity

SAMPLE's scores indicate that he/she does not handle stressful situations very well. More specifically, SAMPLE does not appear to be a strong multi-tasker and therefore oftentimes finds him/herself feeling overwhelmed and stressed out. In addition, SAMPLE does not appear to have well defined coping mechanisms in place, which would subsequently help buffer some of the perceived stress. Overall, he/she is extremely susceptible to burnout in the workplace, and as such, will require a manager who is flexible and can therefore modify his/her workload on occasion. SAMPLE would likely benefit from some stress management training.

Interview Suggestions
1. Describe a situation where your workload seemed too great. What was the outcome? Is there anything you would have done differently looking back?
2. Explain the strategies that you use in situations where you must divvy up your time and attention between tasks.
3. How do you cope with stress? How effective has this strategy been for you in the past?
4. How can you improve in the area of stress management? Have you taken steps towards this improvement?

Attitudes About a Service Career

Very Positive Attitudes About A Service Career

Negative Attitudes About A Service Career

SAMPLE does not hold a contact center career in very high regard. More specifically, his/her responses indicate that he/she does not perceive contact centers to be a viable career. As such, it is likely that he/she is currently applying for this position out of necessity, rather than out of desire.

Interview Suggestions
1. What do you like most about the idea of working in a contact center? Least?
2. Why do you think that society does not perceive contact centers as a viable career?

Reliability of Results (Honesty Scale)

Potentially Unreliable Results

Reliable Results

SAMPLE's responses are above the cut-off for this scale. As such, SAMPLE may have been trying to present him/herself in a socially desirable manner, in hopes of appearing as a stronger candidate. There are a variety of reasons why this score can be elevated (e.g., language barriers), however the most common reason is socially desirable responding. Please proceed with him/her cautiously.