Contact Center POP™

Contact Center Snapshot

for SAMPLE SAMPLE October 5, 2022

Recommendations

Sales	Sales and Service	Service Only



Re-direct 1.0	Re-direct 2.0	Re-direct 2.0

Results Reliable?

Yes

Caution

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

ID# FDY1VPGDBXJA for SAMPLE SAMPLE on October 5, 2022

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Contact Center POP™ (ID# FDY1VPGDBXJA for SAMPLE SAMPLE on October 5, 2022)

Page 2

Contact Center POP™ (CCP™) Scoring

CCP™
Score

Sales

Sales & Service

Service Only

Formula

Score

Formula

Score

Formula

Score

EP=1

If EP greater than 50	5
If EP in range 20 to 50	4
If EP less than 20	3

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

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

AP=8

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

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

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

IP=6

Subtract .5 if:
IP greater than 10
or
IP less than -30

Subtract .5 if:
IP less than -20

PO=11

Subtract 1 if:
PO less than 0

AO=7

Subtract 1 if:
AO less than 0

SC=-9
LM=-14

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

-1

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

-1

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

-1

NSP=25

Subtract 1 if:
NSP less than 25

EQ=40

Subtract 1 if:
EQ less than 55

-1

Subtract 1 if:
EQ less than 55

-1

Subtract 1 if:
EQ less than 55

-1

UC=25

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

Science
Score

Sales

1.0

Sales & Service

2.0

Service Only

2.0

Contact Center POP™ (ID# FDY1VPGDBXJA for SAMPLE SAMPLE on October 5, 2022)

Page 3

Summary of Scales and Interview Suggestions

EP	ENTERPRISING POTENTIAL
1
	VERY PROACTIVE	RESPONSIVE

SAMPLE is generally agreeable and should be comfortable in a process oriented environment such as customer care. He/She would be described as moderately competitive, enterprising, assertive and goal oriented. He/She has some potential to become a self-manager if he/she is coached in the areas of self-evaluation, developing the ability to self motivate and directing him/herself more effectively. He/She would be well suited to a situation where he/she is responding to client and organizational needs. He/She would likely work well with a manager who provides clear guidance, coaching and direction and allows him/her to operate without too much supervision.

He/She will be suited best for selling when there is a proven, effective sales process in place.

Interview Suggestions

In your current (previous) position, outline your daily activities.

How do you plan and review your daily activities?

Describe a situation where there was nothing to do. What did you do?

Describe the ideal manager.

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

AP	ACHIEVEMENT POTENTIAL
31
	CHALLENGE ORIENTED	CHALLENGE/SERVICE	RELAXED/DEPENDABLE

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

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

Interview Suggestions

Outline your goal setting process.

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

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

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

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

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

Contact Center POP™ (ID# FDY1VPGDBXJA for SAMPLE SAMPLE on October 5, 2022)

Page 4

Summary of Scales and Interview Suggestions (cont'd)

IP	INDEPENDENCE POTENTIAL
6
	VERY INDEPENDENT	INDEPENDENCE ORIENTED	TEAM ORIENTED VERY TEAM ORIENTED

SAMPLE would be described as an independent person who is comfortable working with structure and a scripted process. He/She will integrate reasonably well with most systems and work well with a group of peers who are reasonably similar in nature. He/She will accept supervision reluctantly during training but will expect minimal supervision after gaining the relevant experience. He/She will perform most effectively within a loosely defined system that provides him/her with opportunities to exercise his/her individual initiative when dealing with clients and their business needs.

Being somewhat independent, SAMPLE may find different ways to deal with unusual circumstances. His/Her resourcefulness may be helpful in both the service and sales aspects of customer care.

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?

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

CWC	COMFORT WITH CONFLICT
3
	COMFORTABLE WITH CONFLICT	AVERAGE	AVOIDS CONFLICT

SAMPLE is relatively uncomfortable in situations where there is potential for conflict or conflict is a significant aspect of the work environment. Typically, he/she would be accommodating and polite to avoid conflict but can handle a minimal amount of conflict comfortably. Like many people, he/she would benefit from training in the skills and strategies that would build confidence and enhance his/her comfort dealing with conflict.

SAMPLE might not be effective dealing with angry customers or prospects on a consistent basis. Dealing with rejection or conflict could make him/her feel stressed.

Interview Suggestions

Describe a working environment of yours that included a lot of conflict. How did you cope with the conflict?

How have you dealt with argumentative customers (or other people) in the past?

How long does it take for you to regain your composure after a high conflict situation?

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

Contact Center POP™ (ID# FDY1VPGDBXJA for SAMPLE SAMPLE on October 5, 2022)

Page 5

Summary of Scales and Interview Suggestions (cont'd)

PO	PEOPLE ORIENTATION
11
	VERY SOCIABLE	BUILDS RELATIONSHIPS SLOWLY

SAMPLE is generally sociable, friendly and outgoing. He/She is at ease building relationships and is quite comfortable with other people. He/She will be able to work well in an environment where there is regular contact with people, either with a well established customer base or new customers.

Interview Suggestions

Describe your approach to building an effective relationship with someone you have just met.

Do you use the same approach on the telephone as in person?

What are your goals with regard to growth in interpersonal areas?

What are you doing to improve your communication skills?

______________________________________________________________________________________

______________________________________________________________________________________

______________________________________________________________________________________

AO	ANALYTICAL ORIENTATION
7
	ANALYTICAL/SYSTEMATIC	LEARNS THE ESSENTIALS

SAMPLE would be described as reasonably analytical and attentive to detail. He/She would be comfortable with a balanced mix of technical and non-technical issues as well as some problem solving as part of his/her work. He/She would be willing to attend training sessions and learn the skills that are essential to perform the job effectively but he/she would not necessarily regard extra training or learning new skills as an incentive.

Interview Suggestions

What is the ideal mix of technical and non-technical aspects in a position?

Describe a situation where you were able to solve a problem that others had not been able to handle.

What are some of the current developments that could have impact on how we care for our customers?

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______________________________________________________________________________________

______________________________________________________________________________________

Contact Center POP™ (ID# FDY1VPGDBXJA for SAMPLE SAMPLE on October 5, 2022)

Page 6

Attitudes and Opinions

-9

-14

NSP

UC
Exploration
Guidelines

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

Lifestyle Management (LM)
SAMPLE demonstrates less than ideal habits and approaches to managing his/her lifestyle.

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

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

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

Contact Center POP™ (ID# FDY1VPGDBXJA for SAMPLE SAMPLE on October 5, 2022)

Page 7

SUMMARY OF SCORES

EP	ENTERPRISING POTENTIAL
1
	VERY PROACTIVE	RESPONSIVE

AP	ACHIEVEMENT POTENTIAL
31
	CHALLENGE ORIENTED	CHALLENGE/SERVICE	RELAXED/DEPENDABLE

IP	INDEPENDENCE POTENTIAL
6
	VERY INDEPENDENT	INDEPENDENCE ORIENTED	TEAM ORIENTED VERY TEAM ORIENTED

CWC	COMFORT WITH CONFLICT
3
	COMFORTABLE WITH CONFLICT	AVERAGE	AVOIDS CONFLICT

PO	PEOPLE ORIENTATION
11
	VERY SOCIABLE	BUILDS RELATIONSHIPS SLOWLY

AO	ANALYTICAL ORIENTATION
7
	ANALYTICAL/SYSTEMATIC	LEARNS THE ESSENTIALS

EQ	EMOTIONAL QUOTIENT
40
	HIGH EMOTIONAL AWARENESS	RELIANCE ON NON-EMOTIONAL INFORMATION

ATTITUDES/OPINIONS

-9	-14	25	17	25
SC	LM	NSP	LS	UC Exploration Guidelines
41	31	19	40
BL	AP	PS	EQ