ContactCenterPro™

Suitability for Customer Care Service and Sales

for Sample Linton May 26, 2010

Contents	Page

Prediction of Sales and Service Potential	1
Sales and Service Competencies	2
Coach to Success	3
Communication Style	7
Attitudes	9
Emotional Intelligence	12
Summary of Scores	13
Responses From Opinions Section	14

The ContactCenterPro™ is designed to provide insights into the strengths of individuals who will be managing customer relationships within a customer contact center culture. By identifying and understanding personal strengths as well as identifying growth opportunities, managers and supervisors will have more information relevant to fitting people to customer care roles. This profile will also provide managers with suggestions on how to coach service people more effectively.

John C. Marshall, Ph.D.

ID# SAMPLE for Sample Person on May 26, 2010

©2007 Selection Testing Consultants International, Quality Profiles Ltd.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 1

Prediction of Sales and Service Potential

Prediction of Sales Potential

An indication of the individual's natural approach to selling and best fit within the customer care culture.

Outbound Selling

Cross Selling

Service/Inbound service

Business Development

Reflects the person's approach to creating new business development opportunities

Coach to Excellence

With Training

Not Likely

Approach to Client

An indicator of how aggressively the individual will pursue the business opportunity once it has been identified

Hard/Persistent

Soft/Persistent

Potential Weak Closer

Need for Script and/or Structure

The degree to which the person will accept the structure and script used in customer care selling

Does not want

Works within guidelines

Depends on it

Managing Rejection

An indicator of the individual's ability to manage rejection during a customer contact

Handles Well

Handles OK

Very Uncomfortable

A People Person?

Reflects individual's approach to building relationships with new contacts.

Definitely

People are OK

Not interested

Detail Orientation

Reflects the individual's approach to technical detail.

Analytical

As required

Not Detail Oriented

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 2

Sales and Service Competencies

Goal Orientation

An indication of the individual's natural approach to goal setting.

Short Term/Intense

Long Term/Relaxed

A Self-Manager?

Evaluates the extent to which the individual manages self effectively without coaching or a process.

A Natural

With Coaching

Needs Process

Communication Style

Reflects the person's natural style of communicating with others on an interpersonal basis

Ask/Listen

Balanced

Tell the Person

Comfort with Conflict

Refers to the individual's natural reaction to a situation where there is conflict or the potential for it

Comfortable

Handles OK

Uncomfortable

Loyalty

An indicator of the individual's probable primary loyalty

Company Focus

Client/Company

Self Interest

Decision Making

Reflects the individual's probable approach to making decisions

Decisive

Indecisive

Overall Attitude

Reflects the individual's attitudes and how they will effect customers and prospects

Very Positive

Some Concerns

Confidence

An evaluation of the individual's feelings of being in control and taking ownership of various issues

Feels in Control

Average Confidence

Low Confidence

Managing Lifestyle

Evaluates individual's approach to integrating demanding career with busy lifestyle

Manages very well

Manages

Needs Coping Strategy

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 3

Coach to Success
Self-Management/Business Development

Initiates/Proactive

Responsive

Sample 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. 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 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?

Coaching Suggestions

Sample will respond best to opportunities that are flexible and provide him with the opportunity to use his own initiative.
He will do very well in a role that interests him and allows him to self manage his progress and set his own goals.
Match him to a manager who coaches and facilitates rather than one that tends to be 'hands-on'.
Coach him on how to take advantage of the sales and services processes to provide better service to your customer base.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 4

Coach to Success (continued)
Approach to Client (Sales and Service)

Results Focus

Balanced

Sample 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. Sample would normally demonstrate a sense of urgency and would operate most effectively in an environment that includes regular challenge as well as routine functions.

Sample'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?

Coaching Suggestions

Coach Sample to balance the needs of the customer with his own goals.
Allow him to set regular customer-focused goals for himself and ask for his commitment to these goals.
Coach him on selling skills if he is required to sell as part of his customer care function. He could be an effective closer if taught how to find the customer's additional needs and match them to the relevant solution.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 5

Coach to Success (continued)
Need for Script and/or Structure (Environmental Fit)

Prefers to Create

Follows Guidelines

Sample would be described as cooperative, obliging and conscientious. He would function effectively in a system which is well-organized but allows for individual initiative. He will accept a script during initial training but may expect some room for adaptation after gaining the relevant experience. He would be expected to integrate with existing systems and work well with a group of peers who are similar in nature.

Sample will function effectively in a structured, well-scripted process which is designed to deal with customer care issues. He would be helped by an effective process that integrates service and sales issues during customer contact.

Interview Suggestions

Describe the work environment that you found most suitable. Why does it work for you?
How much structure are you willing to accept in a customer care role?
Outline a situation where you worked in a very unstructured environment. What did you do to improve the situation?
Describe a situation where you were forced to develop new procedures. Were they implemented as new procedures?

Coaching Suggestions

Coach Sample to follow the existing system until he is aware of how well it meets the customers' needs.
Encourage him to use his team orientation to his advantage by listening to how his peers and others deal with the various issues.
Coach him to explore different approaches to problems in order to produce better results.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 6

Coach to Success (continued)
Comfort with Conflict

Comfortable

Avoids Conflict

Sample 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 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?

Coaching Suggestions

Use Sample in high conflict situations if he shows restraint and is able to avoid the temptation to engage in debate.
He can be effective in tense situations if he is coached to listen and address the concerns of an irate customer.
Sample may benefit from conflict resolution training which would be an asset in more senior customer care roles.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 7

Communication Style
Social Orientation

Warm/Friendly/Sociable

Builds Relationships over Longer Term

Sample is extremely sociable, cheerful, friendly and outgoing. He is enthusiastic and a fluent talker who is able to build relationships easily. He is quite comfortable with other people. He 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?

Coaching Suggestions

Sample's enthusiasm for dealing with others should be an asset in customer care as well as when representing the organization if he is encouraged to develop his communications and presentation skills and focus on the things that are critical to customer satisfaction.
Encourage him to develop his knowledge of the contact center and its various processes.
Ask him to give presentations at meetings with customers and peers.
Sample's comfort dealing with others may help him be an effective coach or mentor in areas where he has demonstrable expertise.
Build conscious competence by helping him understand that the ability to work well with others is a strength in any career path and that this can be one of his particular strengths.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 8

Communication Style (cont'd)
Analytical Orientation

Systematic/Analytical

Learns the Necessities

Sample will learn what is necessary to do the job effectively but would prefer to avoid highly technical issues. He is unlikely to be motivated by solving technical problems or seeking out intellectual and conceptual challenges unless they have a practical application. He is more likely to reach his full potential in a less technical environment reviewing the general needs of customers and referring them to the suitable solution provider. He would prefer to avoid detail and work on the macro level issues.

Interview Suggestions

Describe the most demanding technical job which you have had.
What did you enjoy about it? What did you not enjoy?
How do you keep informed about changes in our industry?

Coaching Suggestions

Assign Sample to customer care roles where there is more emphasis on interacting effectively with other people than using analytical skills.
Assign him to roles that make use of his existing strengths and match his interests.
Avoid customer care roles that require a lot of data mining or probing customer needs. Roles that provide him with technical support when there are a lot of detailed technical issues to resolve will be better fits for him.
Monitor his customer contacts regularly to determine that customer needs are being understood fully.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 9

Attitudes
Self-Confidence

Feels in Control/Internally Directed

Feels Controlled by External Factors

Sample has a healthy self-confidence, making him feel that he is able to handle most situations on his own. This profile indicates an individual who accepts the responsibility for his own performance and who expects to succeed in virtually all he attempts.

Interview Suggestions

Coaching Suggestions

Maintain Sample's self-confidence by reinforcing his good feelings about himself.
If Sample ever appears arrogant, remind him that it is important to feel good about oneself but also important to avoid the appearance of arrogance.
Help him to commit to achieving and exceeding agreed upon performance levels.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 10

Attitudes (continued)
Lifestyle Management

Handling Stress Well

Stress Management Training Would Help

Sample appears to manage his energy and deal with stress very well. He will be able to work to deadlines and manage difficult situations and demanding users without suffering the negative effects of stress. Pressure and his ability to cope with stress effectively should even enhance his performance in challenging situations.
* The ability to adapt and cope effectively with stress can be a large asset in any business environment, particularly one filled with demanding users and clients. Sample may become helpful as a resource to help others learn stress coping strategies.

Coaching Suggestions

Sample may need continual challenge from his work environment to avoid boredom.
He may be an effective mentor for those who could benefit from learning how to cope with stress.
He should be able to assume additional responsibilities when there are additional challenges.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 11

Attitudes (continued)
Approach to Networking/Self-Promotion

Comfortable

Uncomfortable

He is generally quite comfortable in meeting new people and creating a larger network of associates and friends. He would also enjoy the challenge of promoting himself and the organization's products and services in his natural market. To accomplish this, he should be involved with a variety of social and business groups at both the formal and informal levels. This would help him develop more consulting business.

Coaching Suggestions

He will be suitable for prospecting and seeking sales or marketing opportunities. His overall approach to networking and self-promotion is consistent with the attitudes of successful sales people and those who are comfortable networking and promoting products and themselves and being aware of this strength would be an asset for him.
Help him understand that comfort with networking and self-promotion is a strength that combined with strong self-management skills, motivation to succeed financially and good communication skills can help him when helping the customer by providing additional services.

Listening Style

Very Good Listener

Needs Coaching

Sample's responses indicate that he 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 may have some development opportunities in his listening style. With training, Sample's approach to listening should help in developing good interpersonal relationships with a variety of individuals that he will encounter in his position. Sample's approach to listening is likely to be neither an advantage nor a disadvantage when dealing with customers and their concerns.

Coaching Suggestions

Sample could benefit from some coaching to enhance his approach to listening and enable him to be a more attentive and effective listener.
Formal training in listening skills, particularly in handling customer relations would be useful. Role-playing potential interactions that Sample will encounter with customers, peers or others could also be beneficial.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 12

Emotional Intelligence
EQ Definition: The ability to understand and apply emotional information about ourselves and others effectively.

SELF AWARENESS I: MOOD LABELING

Labels feelings and emotions as they are happening

Does not label feelings and emotions as they are happening

A measure of a person's ability to accurately label personal feelings and emotions.

SELF AWARENESS II: MOOD MONITORING

High monitoring

Optimal monitoring

Low monitoring

A measure of the amount of energy a person puts forth in monitoring his/her own feelings and emotions.

SELF CONTROL

Demonstrates good self control

Low control over impulses and negative emotions

A measure of a person's restraint as it relates to one's control over his/her impulses, emotions, and/or desires.

MANAGING EMOTIONAL INFLUENCES

Perseveres

Focus can change

A measure of a person's ability to manage emotional influences that would prevent him/her from taking those actions that he/she believes are necessary in dealing effectively with everyday situations and/or meeting personal goals.

EMPATHY

Recognizes emotions in others

Low awareness of emotions of others

A measure of a person's ability to understand the feelings and emotions of others.

SOCIAL JUDGEMENT

Uses knowledge of the emotions of others in decision-making

Does not factor in the emotions of others in decision-making

A measure of a person's ability to make appropriate decisions in social situations based on the emotional states of others.

OVERALL

Understands & uses emotional information

Relies on non-emotional information

An overall measure of how well a person understands emotional information and uses it effectively.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 13

SUMMARY OF SCORES

EP	SELF-MANAGEMENT
69
	VERY PROACTIVE	RESPONSIVE

MP	MOTIVATIONAL PROFILE
17
	CHALLENGE ORIENTED	CHALLENGE/SERVICE	RELAXED/DEPENDABLE

IP	TEAM ORIENTATION
-11
	VERY INDEPENDENT	INDEPENDENCE ORIENTED	TEAM ORIENTED VERY TEAM ORIENTED

CWC	COMFORT WITH CONFLICT
34
	COMFORTABLE WITH CONFLICT	AVERAGE	AVOIDS CONFLICT

PO	PEOPLE ORIENTATION
39
	VERY SOCIABLE	BUILDS RELATIONSHIPS SLOWLY

AO	ANALYTICAL ORIENTATION
-10
	ANALYTICAL/SYSTEMATIC	LEARNS THE ESSENTIALS

EQ	EMOTIONAL QUOTIENT
85
	HIGH EMOTIONAL AWARENESS	RELIANCE ON NON-EMOTIONAL INFORMATION

PAGE 1 SCORES

	Enterprising	People Oriented	Achievement Oriented	Independent

Power Scores	135	39	100	94
Neutr Scores	66	-10	83	105

	Acquiescent	Investigative	Relaxed	Team Oriented
	100	6	70	85
	BL	AP	PS	EQ

PAGE 2 SCORES

57	74	66	29	32
SC	LM	NSP	LS	UC

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 14

Responses From Opinions Section

1=Don't Agree At All

2=Agree A Little

3=Somewhat Agree

4=Moderately Agree

5=Definitely Agree

1.	Effort gets results (5)
2.	I thrive under pressure (5)
3.	I rarely interrupt others while they are speaking (3)
4.	I often discuss my career with friends (5)
5.	I am often influenced by others (3)
6.	I would have difficulty integrating a demanding career into my lifestyle (1)
7.	I have never told a lie (4)
8.	I would not like to be a sales person (1)
9.	Most mistakes can be avoided (3)
10.	I am comfortable with changes in technology (5)
11.	I like to hear people fully explain their point of view (5)
12.	I avoid actions that might make people dislike me (2)
13.	People's good qualities are seldom recognized (2)
14.	I sometimes lack the energy to perform important tasks (1)
15.	Most conversations take too long (3)
16.	It is important that people approve of me (2)
17.	I am good at most things that I try to do (5)
18.	I stay focused on my priorities (4)
19.	After listening to an interesting anecdote, I like to describe a similar situation involving me (3)
20.	Sales people have a positive public image (5)
21.	Success is mostly luck (1)
22.	I often allow my attitude to affect my performance negatively (1)
23.	All my habits are good and desirable ones (4)
24.	I am comfortable when people do not agree with me (4)
25.	People get the respect that they deserve (3)
26.	I generally have a positive attitude towards work (5)
27.	I never envy others their good luck (2)
28.	I am persistent in getting others to agree with my point of view (4)
29.	It is impossible to change company procedures (1)
30.	I find it difficult to manage my professional demands (1)
31.	I prefer to listen in conversations (1)
32.	I find it easy to make new acquaintances (5)
33.	Hard work brings success (4)
34.	I excel in a dynamic environment (5)
35.	I consciously pause before responding to others (2)
36.	I am comfortable promoting my ideas to friends and associates (5)
37.	Plans never work out (1)
38.	I often avoid difficult tasks (1)
39.	I have never been late for work or for an appointment (1)
40.	In a group, I feel uncomfortable if a person does not like me (3)
41.	I create opportunities (5)
42.	I take care of myself with good daily habits (5)
43.	I try to do most of the talking when presenting materials to others (2)
44.	I have been successful in developing a large network of people (5)
45.	Compliments make me uncomfortable (1)
46.	I have difficulty coping with daily job challenges (2)
47.	I have never boasted or bragged (1)
48.	I adapt to what others expect of me (1)

49.	A good plan can avoid mistakes (5)
50.	Stress improves my performance (4)
51.	After listening to someone talk, I repeat the important points back to them to insure my understanding (3)
52.	I often refer people to my family and friends (3)
53.	Hard work does not always get results (3)
54.	To be effective on the job, I need more energy (1)
55.	I make sure others have finished speaking before I respond (2)
56.	Informal social events are a good source of business contacts (5)
57.	I find it easy to talk about myself (5)
58.	Regular habits are an important part of my success (5)
59.	I have never said anything unkind about anyone else (3)
60.	I have met very few people whom I did not like (3)
61.	I am distracted easily (3)
62.	Professional demands often interfere with my lifestyle (2)
63.	People take too long to get to the point (2)
64.	I get upset when sales people call me at home (5)
65.	I am a confident person (5)
66.	I can concentrate on my work for long periods of time (4)
67.	I will interrupt other people to provide an answer to their question (3)
68.	To be successful in my career, I must change my image (1)
69.	My performance depends on the situation (1)
70.	To be effective, I need to make several lifestyle changes (1)
71.	No one is ever rude to me (2)
72.	I would rather talk to a client on the telephone than in person (2)
73.	I am successful in most aspects of my life (4)
74.	Work does not get me down (5)
75.	I enjoy listening to other people (5)
76.	Most people would prefer not to deal with salespeople any more than necessary (1)
77.	I am reluctant to make decisions (1)
78.	Lifestyle demands have interfered with my career success (1)
79.	I always admit my own mistakes (3)
80.	To perform up to my potential, I must have total belief in my job (3)
81.	I take time to reflect on my accomplishments (4)
82.	I enjoy pressure on the job (5)
83.	I give others my undivided attention when they are speaking to me (4)
84.	I have bought a product or service mainly because of the salesperson (5)
85.	I let the organization define my training needs (3)
86.	People do not understand the pressures of my job (2)
87.	I prefer to ask very specific questions that require only a 'yes/no' answer (2)
88.	My business contacts are a good source of future sales (5)
89.	Effort is entirely my responsibility (5)
90.	I manage stress effectively (5)
91.	I have a tendency to finish other people's sentences (2)
92.	To be a successful salesperson, it is necessary to get potential buyers to like me (5)
93.	Others have interfered with my success (1)
94.	It is difficult to establish job priorities (2)
95.	I am not a good listener (1)
96.	I feel comfortable promoting myself and my company at social gatherings (5)

ContactCenterPro™

Personal Feedback

for Sample Linton May 26, 2010

Contents	Page

General Recommendations	1
What to Seek & Avoid in Your Career Path	2
Summary of Strengths	3
Communication Style	5
Self-Confidence & Lifestyle Management	6
Career Building Attitudes	7

The Customer Care Profile is designed to provide you with real information about yourself that you can use. By identifying and understanding your personal strengths, you will be able to take advantage of them in both your personal and professional activities. This profile will provide you with suggestions on how to do that and help you identify growth areas as well. We trust you will find this information useful and wish you every success.
John C. Marshall, Ph.D.

ID# SAMPLE for Sample Person on May 26, 2010

©2007 Selection Testing Consultants International, Quality Profiles Ltd.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 1

GENERAL RECOMMENDATIONS
An Overview of Your Customer Care Profile

Your overall profile indicates that you are relatively self managing and able to be effective within most environments including relatively unstructured ones where you may need to create your own. You should seek a career that you can self manage and will allow you to achieve your own goals while meeting those of the organization. You will be well suited to a career that rewards individual initiative and productivity.

Your Most Effective Self-management Style

You are generally very assertive, competitive, self directed, goal oriented and aggressive. You will initiate activity on your own authority rather than responding to others. When working towards your goals you are able to motivate yourself. You are self-directed, self-evaluating and need minimal feedback to be effective. You can be very critical of your own performance. This is a strength that will help you succeed in most careers. Be a strong 'self-manager' by planning your own activities, managing your time effectively, focusing your effort and evaluating your progress.

Your Motivational Structure

You are motivated by a mixture of short and long-term goals and are most effective in situations that offer both. You would enjoy working in an environment where you would have the opportunity to meet short-term targets on a regular basis leading to longer-term objectives. You like to provide clear goals for yourself and achieve them on a regular basis.

Your Preferred Approach to Being a Team Member or Team Leader

You integrate well with relatively structured organizations and teams that are systematic and procedural but allow for individual initiative. You will be most effective in a career path that includes well-defined projects where you can operate as a team member who occasionally takes on a leadership role.

Your Preferred Social Interaction Style

You are extremely sociable, cheerful, friendly and outgoing and are quite comfortable with other people. You are able to work well in an environment where there is regular contact with new clients. You can create a positive image for the company and build relationships quickly.

Your Technical/Practical Orientation

You are comfortable in situations that combine both non-technical and technical issues. You would enjoy a certain amount of analysis and problem solving in your work but not exclusively. You may prefer to form work teams where your technical strengths are complemented by other team members.

Your Feelings about Self-Confidence and Managing Stress

You have healthy self-confidence, which allows you to feel that you are able to handle most situations through your own efforts. You accept responsibility for your own performance and expect to succeed in most things that you attempt.

You appear to manage your energy and deal with stress quite well. You will be able to work to deadlines and manage difficult situations and demanding users without suffering the negative effects of stress. Pressure and the ability to cope with stress effectively should even enhance your performance in challenging situations.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 2

WHAT TO SEEK & AVOID IN YOUR CAREER PATH

Career Path Characteristics to Seek

Look for career paths that provide you with the opportunity to use your own initiative and allow you to plan and execute your own activity. A management system that facilitates and provides coaching would be best for you. You can expect to succeed in most career paths so choose the one that interest you most.
Look for situations that balance learning and technical expertise with your other competencies in the 'soft skills'. Look for situations that require you to identify client/user needs, deal with routine or familiar problems and provide appropriate specialists to deal with highly technical issues.
Look for a career path that provides structure in which you will feel able to grow. You would be most comfortable in an environment that permits change. Seek an organization that provides an opportunity to work independently within a team environment.
You should look for an environment that will take advantage of your very sociable nature and let you interact with new people on a regular basis. Careers that require you to build relationships quickly and develop good public relations would be suitable.
Seek a career that will acknowledge your contribution and balance providing a meaningful product or service with meeting your personal needs and goals. Seek a stable part of the company, which provides interesting challenges, recognition of your achievements, financial stability and a solid future.

Career Path Characteristics to Avoid

Avoid 'hands-on' management and other overly structured situations with rigid guidelines. Avoid situations where you cannot plan your own activities.
Avoid careers where your role would focus primarily on highly technical issues or the development of very complex products and systems. Avoid roles that do not provide any variety or opportunity for creativity.
Avoid both overly structured and unstructured environments. You enjoy some structure and guidelines but would be uncomfortable with too much or too little.
Avoid careers that focus primarily on your technical strengths without giving you the opportunity to interact with users and other new contacts regularly.
Avoid a career that does not provide you with regular challenge and reward you commensurate with your performance. Avoid careers that are strictly 'bottom line' oriented and without social value.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 3

SUMMARY OF STRENGTHS
Self-Management

You would be described as very competitive, enterprising, assertive, tough minded, determined and goal oriented. You may display new and creative ways to reach your personal and work objectives and you will be self-evaluative and sometimes critical of your own performance. Given an aim, objective or requirement, you would be able to develop your own plan, manage your time and focus your effort on a daily basis to reach your goals. Being a self-manager should come very naturally to you and these skills should be refined through formal training and/or on-the-job experience. You have the potential to become a very strong self-manager who is able to work with limited guidance and direction. You are able to motivate yourself without frequent input from the management and should work well with a manager who coaches and consults rather than directs. You have the potential to be effective in a variety of situations including unfamiliar ones.
* Strong self-managers can be too strong for some cultures and management styles so try to match yourself with a strong manager who will be a good fit for you.

Coaching Suggestions

You will respond best to a coach or manager who provides an outline of organizational goals and provides you with feedback when you seek it.
A coach who consults and facilitates will be best for you.
Seek situations where you will be able to use your own initiative rather than having to respond to the needs of others all the time.
Look for projects and environments that will reward your initiative and consistent effort.
Your self-management potential is a strength to be developed to its fullest. Plan your day and follow your plan, rewarding yourself only if you have done everything that you have committed to doing.

Motivational Profile

You would be described as motivated by challenge and impatient when not achieving your goals. You are motivated by a mixture of short and long-term goals and are most effective in situations that offer both. You would enjoy working in an environment where you would have the opportunity to meet short-term targets on a regular basis, which would lead to achieving your longer-term objectives.

Coaching Suggestions

Your drive can be a positive force for you by helping you to seek new challenges and to be the best you can be at what you do. Make certain that you assess your short-term personal goals regularly and are certain that they are leading you to your longer-term objectives.
Your achievement orientation may create a sense of frustration if the goals you set are too hard and a sense of non-achievement if they are too easily achieved so look for reasonable targets and stretch your limits gradually. For example, if you are able to quantify your work, establish numerical targets and gradually increase them.
Make certain that your project goals are clearly defined and if they are not, define your own.
Challenge yourself to meet similar standards each day and if you find that you are not meeting them on a regular basis, evaluate whether your goals should be revised or whether you have been doing all that you can to achieve them.
Make a record of your accomplishments each day so that you will be able to track your progress more effectively.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

Page 4

SUMMARY OF STRENGTHS (continued)
Environmental Fit (Team Orientation)

You would be described as cooperative, obliging, efficient and conscientious. You can function effectively in a group that is well-organized but allows room for your individual initiative. You will accept early supervision along with training but will expect less supervision after gaining the relevant experience. You will integrate well with organizations and systems that are relatively structured. You will evaluate the processes and may offer your suggestions for improvement when you think it is appropriate.

Coaching Suggestions

Look for well-defined opportunities that will provide you with clear guidelines and growth.
Take advantage of your co-operative nature by making a regular contribution to meeting team goals.
Build versatility by adding to your skill set and learning other roles in your organization.
Look for areas where you can demonstrate team leadership.

Comfort with Conflict

You tend to be quite comfortable in situations where there is potential for conflict. Occasionally, you may even create conflict to further your own goals. Comfort with conflict can be a strength and is often found in strong managers but it can also be a trait that is difficult for some managers to handle.

Coaching Suggestions

Being comfortable in situations where there is conflict will allow you to mediate.
Investigate conflict resolution strategies that will help you develop your strengths as a mediator.
Learn to view conflict and other forms of adversity as a challenge which you may use to enhance your ability to achieve success.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

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COMMUNICATION STYLE
Social Orientation

You would be described as extremely sociable, entertaining, cheerful, genial and outgoing. In addition to being a fluent speaker, you would be comfortable with new people, value social interaction and make new friends easily. Generally, you would be a good company representative and have the ability to communicate with a wide variety of people in a number of different functions. Being extremely sociable could make you somewhat sensitive to rejection. Your social orientation would help you in giving an organization a positive, friendly image.

Coaching Suggestions

Review your performance as both a listener and a contributor at meetings with customers, clients and peers. Do you respond to others or follow your own agenda?
Sociable friendly people are always in demand in sales, service and some consulting roles. If a career in one of these areas is appealing, research the relevant field and develop a career strategy.
When making presentations, work on such skills as proper articulation, timing, breaking the ice with humorous remarks and speaking directly to members of the audience.
Always look for feedback when addressing others.
Be a good listener as well as a good speaker.

Analytical Orientation

You would be more interested in an environment that allows you to learn only what is needed to do your job effectively without focusing exclusively on analysis and technical matters. You would find it difficult to fulfil your potential in a highly technical situation that does not interest you. You would be most comfortable in a technical environment that allowed you to investigate the general nature of a client or user need and then direct the problem to a specialist if it was outside your area of expertise.

Coaching Suggestions

Seek roles and projects where your colleagues have specific analytical styles which complement your own and who will handle the details that do not interest you.
Seek projects that make use of your existing technical strengths while you develop a strategy to improve yourself in the areas of critical importance to the organization.
Make certain that you are familiar with the key competencies you will need to grow within your career path and the industry.
Make a sincere effort to understand and appreciate the needs of clients and the responsibilities of your colleagues.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

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SELF-CONFIDENCE & LIFESTYLE MANAGEMENT
Self-Confidence

Build on your self-confidence and continue to feel good about yourself.
Continue to feel responsible for your performance because you can make an impact.
Commit to achieving agreed-upon job performance goals.
Confidence is good but be careful to avoid the appearance of arrogance.

Lifestyle Management

You appear to manage your energy and deal with stress very well. You will be able to work to deadlines and manage difficult situations and demanding users without suffering the negative effects of stress. Pressure and the ability to cope with stress effectively should even enhance your performance in challenging situations.
* The ability to adapt and cope effectively with stress can be a large asset in any business environment, particularly one filled with demanding users and clients. You may become helpful as a resource to help others learn stress coping strategies.

Coaching Suggestions

Identify and understand your own stress coping techniques so you can use them in other situations.
Continue to manage stressful situations as challenges that you can meet.
Share your stress coping strategies with others if they ask.
Good diet and exercise strategies will help you continue to manage your energy effectively.

ContactCenterPro™ (ID# SAMPLE for Sample Person on May 26, 2010)

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CAREER BUILDING ATTITUDES
Approach to Networking/Self-Promotion

You are generally quite comfortable in meeting new people and creating a larger network of associates and friends. You would also enjoy the challenge of promoting yourself in your natural market. To accomplish this, you should be involved with a variety of social and business groups at both the formal and informal levels. This would help you develop a sales career or any other career where marketing and promoting your company or yourself is important.

Coaching Suggestions

You may be interested in considering a sales or marketing career. Your overall approach to networking and self-promotion is consistent with the attitudes of successful sales people and those who are comfortable networking and promoting products and themselves.
When combined with strong self-management skills, motivation to succeed financially and good communication skills, your approach to networking can create many new opportunities.

Listening Skills

Your responses indicate that you have an approach to listening that is typical of the majority of people. You are likely to listen to others attentively most of the time but you may have some development opportunities in your listening style. With training, your approach to listening should help in developing good interpersonal relationships with a variety of individuals that you will encounter when consulting or in many other roles. Your approach to listening is likely to be neither an advantage nor a disadvantage when consulting with or advising clients, peers or others.

Coaching Suggestions

You could benefit from some coaching to enhance your approach to listening and enable you to be a more attentive and effective listener.
Formal training in listening skills, particularly in handling client relations would be useful. Role-playing potential interactions that you will encounter with clients, peers or others could also be beneficial.