Contact Center POP™

Suitability for Customer Care Service and Sales

for SAMPLE CONTACT CENTER POP August 31, 2017

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 Attitude/Opinions Section	14

The Contact Center POP™ 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# 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

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

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

Page 3

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

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

Page 4

Coach to Success
Self-Management/Business Development

Initiates/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?

Coaching Suggestions

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

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

Page 5

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

Results Focus

Balanced

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?

Coaching Suggestions

Assign SAMPLE to challenging projects where the outcome is uncertain and/or there is a need to be completed quickly.
Provide him/her with challenge and commensurate reward structure.
Assure that he/she has developed his/her self-management potential so that he/she is reaching his/her goals on a regular basis.
SAMPLE has the motivational profile of a successful salesperson which should allow him/her to develop new business effectively. Provide sales training if appropriate.

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

Page 6

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

Prefers to Create

Follows Guidelines

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.

Coaching Suggestions

SAMPLE is quite independent, which can be an impediment to integrating with very structured customer care cultures. Encourage him/her to examine this aspect of his/her personality and explore ways for him/her to cope with structure.
If he/she is performing well in his/her current role but fighting the structure, he/she may be an excellent candidate for roles where he/she can work from his/her home office or develop his/her own structure.
If he/she wants to change the culture, ask him/her to develop prototypes for change and coach him/her on how to present them.
Coach him/her on how to integrate with very structured environments rather than to clash with them.

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

Page 7

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/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?

Coaching Suggestions

Use SAMPLE in high conflict situations if he/she shows restraint and is able to avoid the temptation to engage in debate.
He/She can be effective in tense situations if he/she 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.

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

Page 8

Communication Style
Social Orientation

Warm/Friendly/Sociable

Builds Relationships over Longer Term

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?

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

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

Page 9

Communication Style (cont'd)
Analytical Orientation

Systematic/Analytical

Learns the Necessities

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?

Coaching Suggestions

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

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

Page 10

Attitudes
Self-Confidence

Feels in Control/Internally Directed

Feels Controlled by External Factors

SAMPLE shows a very high level of self-confidence at this time. He/She believes that most situations can be managed by his/her own efforts and feels competent to deal effectively with them. He/She would be seen as an individual who feels responsible for his/her own performance.

Interview Suggestions

Coaching Suggestions

Build on his/her self-confidence and sustain it by supporting his/her good feelings about him/herself.
If SAMPLE seems arrogant, remember that awareness of his/her strengths will help him/her maintain his/her best performance levels. Deal with perceived arrogance by asking him/her to evaluate his/her own relationship to his/her peer group and others. If he/she cares about the impact he/she is having, he/she will work to correct it without hurting his/her confidence.
Encourage him/her to continue to feel responsible for his/her performance.
Coach SAMPLE to commit to mutually agreed-upon goals.

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

Page 11

Attitudes (continued)
Lifestyle Management

Handling Stress Well

Stress Management Training Would Help

SAMPLE appears to manage his/her energy and deal with stress very well. He/She will be able to work to deadlines and manage difficult situations and demanding users without suffering the negative effects of stress. Pressure and his/her ability to cope with stress effectively should even enhance his/her 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/her work environment to avoid boredom.
He/She may be an effective mentor for those who could benefit from learning how to cope with stress.
He/She should be able to assume additional responsibilities when there are additional challenges.

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

Page 12

Attitudes (continued)
Approach to Networking/Self-Promotion

Comfortable

Uncomfortable

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

Coaching Suggestions

He/She will be suitable for prospecting and seeking sales or marketing opportunities. His/Her 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/her.
Help him/her 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/her when helping the customer by providing additional services.

Listening Style

Very Good Listener

Needs Coaching

SAMPLE's responses indicate that he/she may have some areas for growth in his/her approach to listening. SAMPLE may show some difficulty listening attentively to others for longer periods of time. He/She may also need development in actively listening to the needs and/or concerns of customers. SAMPLE's approach to listening may be a concern in areas that involve considerable interaction with customers, peers or others.

Coaching Suggestions

SAMPLE would benefit from some coaching to enhance his/her approach to listening and enable him/her to be a more attentive and effective listener. A mentor would be helpful if he/she is to be a more effective listener.
It may be possible to develop his/her approach to listening through role-playing potential interactions that SAMPLE will encounter with customers. SAMPLE would also benefit from training in methods of handling specific customer and/or other business interactions.

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

Page 13

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.

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

Page 14

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

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

Page 15

Responses from Attitude/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 (2)
4.	I often discuss my career with friends (5)
5.	I am often influenced by others (2)
6.	I would have difficulty integrating a demanding career into my lifestyle (1)
7.	I have never told a lie (1)
8.	I would not like to be a sales person (2)
9.	Most mistakes can be avoided (5)
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 (4)
13.	People's good qualities are seldom recognized (1)
14.	I sometimes lack the energy to perform important tasks (1)
15.	Most conversations take too long (1)
16.	It is important that people approve of me (5)
17.	I am good at most things that I try to do (5)
18.	I stay focused on my priorities (5)
19.	After listening to an interesting anecdote, I like to describe a similar situation involving me (2)
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 (1)
24.	I am comfortable when people do not agree with me (4)
25.	People get the respect that they deserve (5)
26.	I generally have a positive attitude towards work (5)
27.	I have never broken a rule (1)
28.	I am persistent in getting others to agree with my point of view (1)
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 (5)
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 (1)
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 (4)
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 (1)
47.	I have never boasted or bragged (1)
48.	I adapt to what others expect of me (3)

49.	A good plan can avoid mistakes (5)
50.	Stress improves my performance (5)
51.	After listening to someone talk, I repeat the important points back to them to ensure my understanding (2)
52.	I often refer people to my family and friends (5)
53.	Hard work does not always get results (2)
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 (1)
60.	I have met very few people whom I did not like (2)
61.	I am distracted easily (1)
62.	Professional demands often interfere with my lifestyle (1)
63.	People take too long to get to the point (2)
64.	I get upset when sales people call me at home (1)
65.	I am a confident person (5)
66.	I can concentrate on my work for long periods of time (5)
67.	I will interrupt other people to provide an answer to their question (2)
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 (1)
72.	I would rather talk to a client on the telephone than in person (1)
73.	I am successful in most aspects of my life (5)
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 have never made a mistake (1)
80.	To perform up to my potential, I must have total belief in my job (1)
81.	I take time to reflect on my accomplishments (5)
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 (1)
87.	I prefer to ask very specific questions that require only a 'yes/no' answer (1)
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 (1)
93.	Others have interfered with my success (1)
94.	It is difficult to establish job priorities (1)
95.	I am not a good listener (5)
96.	I feel comfortable promoting myself and my company at social gatherings (5)

Contact Center POP™

Personal Feedback

for SAMPLE CONTACT CENTER POP August 31, 2017

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 Contact Center POP™ 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.

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

Page 1

GENERAL RECOMMENDATIONS
An Overview of Your Customer Care Profile

Your overall profile indicates that you need the opportunity to manage your own career and achieve your own goals on a regular basis. You are motivated by challenge, independent and would feel constrained by too much structure. Your profile indicates that you can be a top performer in most environments but would be most comfortable creating your own structure and systems. Look for careers that reward productivity and use your overall strengths as a self-manager to move towards your goals.

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 would be described as driven by the need to achieve. You like to set goals and achieve them on a regular basis. You have a considerable sense of urgency about getting things done and like to find ways to measure your success. You set high standards for yourself and your level of income may be one of the ways that you measure your achievements. At times you may set standards that are too high and when working with others, you may become impatient, if their goal orientation does not match your own.

Your Preferred Approach to Being a Team Member or Team Leader

You are a highly independent person who will often ignore the structure and guidelines of a team and use your own experience and instincts to create your own procedures. You prefer to work independently or lead in the implementation of change.

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 would be described as most comfortable learning only what is needed to do your job effectively without getting into too much detail. You would be most comfortable in roles that would require identification of the issues and passing them on to those with more in-depth technical expertise.

Your Feelings about Self-Confidence and Managing Stress

You show a very high level of self-confidence at this time. You believe that you are dealing very competently with most situations and you are not afraid to take responsibility for your own performance. You expect to succeed.

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.

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

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.
You would be most comfortable in a career that focused less on new technologies or highly technical issues. You would prefer a career that allowed you to deal with technical issues outside your area of expertise by referring to a specialist.
Look for a career that allows you considerable independence and the choice of creating your own personal systems and structure.
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 has a heavy emphasis on social value and provides you with opportunities to do good work for people. Seek a stable organization, which provides challenges that will interest you while giving you financial stability. You should look for the part of the organization that recognizes and rewards loyalty and dependability.

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 exclusive focus would be on highly technical problem solving or the development of complex products and systems.
Avoid highly structured or very team oriented environments that require adherence to procedures and existing systems.
Avoid careers that focus primarily on your technical strengths without giving you the opportunity to interact with users and other new contacts regularly.
Avoid careers that do not provide you with regular challenges. Avoid careers that do not allow you to set your own short-term goals and work toward them. Avoid a career that awards people for attendance rather than performance. Careers that have a limitation on either performance or income do not suit you.

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

Page 3

SUMMARY OF STRENGTHS
Enterprising Potential

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.

Achievement Potential

You would be described as highly motivated by challenge, task oriented and occasionally quite impatient. You have a good deal of drive and enjoy regular challenge in your work. You are most likely to become impatient when there is little progress in a task or project involving you and may become frustrated when others are not as motivated as you are. You would like to build your career in an atmosphere where you would be able to measure your progress on a daily basis. You would be best suited to projects that are less than a year in length with achievable goals.

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 high achievement orientation can 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.
Take advantage of your motivational profile by using your drive and sense of urgency to meet your daily goals.
Getting into the habit of achieving your daily goals makes it easier to achieve on a regular basis and helps you grow.
Self-management and motivation go hand in hand. If you are not meeting your goals regularly, you need to develop your self-management strategies or you will find yourself burning out.

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

Page 4

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

You would be described as extremely independent, strong minded and stubborn. You would seek responsibility and dislike constant supervision. Your result indicates that you are an individual interested in developing your own skills, and innovative in developing your own procedures or methods of approaching business, perhaps even to the extent of conflicting with existing company procedures. In a team situation you would be most likely to move as quickly as possible into a team leadership role if you decided to participate in the team at all. This aspect of your character would be a strength where there are minimal guidelines and you are empowered to do what is necessary to solve a problem or resolve an issue. However, your independence could make things difficult for you in very structured environments where you were unable to implement change.

Coaching Suggestions

Seek an environment that is not highly structured and will allow you to develop systems and structure that will help enhance the environment.
Look for situations that will allow you to innovate.
Avoid criticizing existing procedures and organizational structure unless you have a superior alternative. Even when you feel your solution is better, be careful that your audience is interested in change.
Test your alternative hypotheses very thoroughly before presenting them.
When you are working in a team environment, avoid challenging the project goals unless you have examined your alternative hypothesis very thoroughly.

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.

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

Page 5

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 most interested in an environment that requires you to learn only what is needed to do your job effectively. You do not appear to be well suited to a career that focuses on detailed analysis and technical matters. You would be most comfortable in the type of technical environment that allowed you to investigate the general nature of a client 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.
Focus on your existing technical strengths and interests to define a strategy that will develop yourself in the areas of critical importance to the organization.
Make a sincere effort to understand and appreciate the needs of clients and the responsibilities of your colleagues.

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

Page 6

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 and exceeding 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.

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

Page 7

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 may have some areas for growth in your approach to listening. You may have some difficulty listening attentively to others for long periods of time. You may also need development in actively listening to the needs and/or concerns of clients, peers and others. Your approach to listening may be a concern in areas that involve considerable interaction with clients.

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. A mentor would be helpful if you are to be a more effective consultant.
It may be possible to develop your approach to listening through role-playing potential interactions that you will encounter with clients, peers or others. You would also benefit from training in methods of handling specific client and/or other business interactions.