Customer Service Representative
Back to Job Examples This position required employee to take inbound calls from customers with problems and complaints. They were low paid, take abundant verbal abuse and had high turnover. Employees in this position were required to take incoming calls and cross-sell products.
System Summary*
- A realistic job preview to show applicants what the job was actually like:
- A thorough job analysis to identify success/failure competencies
- Behavioral Screening Questions (with desirable/undesirable answers) on the three key competencies identified by job analysis
- A full behavioral interview (with desirable/undesirable answers) covering remaining job competencies combined with data from an AIMS profile looking for matching attitudes, interest and motivations
- Successfully completing a multi-tasking survey
- Successfully completing a structured customer simulation
- Validation methods: Content and Criterion
* This system represents one client’s preferred approach to reducing their hiring problems by evaluating ability to complete several tasks at once and deal with difficult clients. It may or may not apply to your organization.
|
