Behavior assessment and organizational assessments are widely used to hire customer service staff. Based on information from the US Bureau of Labor Statistics in 2006, the head count of customer service representatives totaled to 2.2 million. Predictions for the year 2016 indicate that this total will reach precisely 2.7 million. This represents a significant increase of nearly 25 percent. Due to the sheer size of the customer service industry, it is urgent to implement effective behavioral and organizational assessments without further delay.
Facts on Behavioral Assessments and Effective Hiring
The following are some interesting facts on how behavioral assessments facilitate the effective hiring of customer staff:
- Behavioral assessments are highly effective when the priority is to hire the right candidates for high intensity public interaction.
- A candidate’s personality, emotional intelligence and motivation level can be deciphered through these assessments. These aspects are important as it would affect the candidate’s performance across a variety of service-oriented roles.
- Tools for behavior assessment can be modified to meet the varied requirements of a variety of service industries, such as hospitality, health care, retail services, financial services, and much more.
- Assessments throw light on value-based attributes like tact, trust, conformity, focus, empathy and flexibility. Levels of verbal and non-verbal intelligence are also detailed in these assessments.
Your Ultimate Success (YUS) enjoys vast experience and expertise in hiring the best customer service staff through behavior assessment and organizational assessments.
