The test set SFCALL Success Factors Call Center assesses cognitive abilities and personality traits relevant to successful call center work and is thus useful in the selection of call center staff. It tests cognitive abilities relevant to this occupational group, such as multi-tasking and verbal abilities, and personality characteristics such as frustration tolerance and conscientiousness. For each candidate the scoring system provides not only the individual test results but also an overall score that takes account of all the tests and indicates the degree of fit to the ideal profile (the “FIT score”) for both inbound and outbound activities. In addition, on the basis of the FIT scores a ranking of all the candidates can be drawn up.
While other assessment tools such as assessment centers or CV analysis can yield information about candidates’ behavioral repertoire either now or in the past, psychological tests focus on people’s permanent and fundamental characteristics. This enables their potential to be identified. The SFCALL test set is therefore an economical means of obtaining important information that can make a valuable contribution to corroboration of a decision. The hit rate is thus maximized, the turnover rate is kept low and employee satisfaction is increased.