Call Centers employ millions
of people. Telemarketing has become an important marketing method, but the industry
needs better hiring methods in order to become more efficient. Being an effective
call center employee requires far more than the ability to speak on the telephone.
That’s the need the Profiles Call Center Survey addresses.
The
Profiles Call Center Survey measures a variety of characteristics, each
of them is important to being productive in a call center environment. These characteristics
are:
- Understanding of Sales Practices
- Assertiveness (Persuasive,
Confident, Outgoing)
- Persistence (Persevering,
Unwavering, Emotionally tough)
- Empathy (People-focused,
Relationship-oriented)
- Drive (High competitive,
Aggressive, Opportunistic)
- Organization (Organized,
Conforms, Routine-focused)
- Maturity (Sound judgment,
Stable, Tolerant)
- Creativity (Inventive,
Unique, Innovative)
- Incentive (Recognition,
Feedback, External)
Use
for Hiring and Assessing Employees
The Profiles Call Center Survey can be used for hiring and for assessing people who
are already employed in a call center to identify training needs. It takes about 20
minutes to complete the survey over the Internet, on a computer, or using a survey
booklet. Two types of computer-generated reports are available. One is geared toward
the qualities essential to making outbound sales and the other to inbound sales. Results
are presented in graphic and narrative formats for easy understanding of an individual’s
good, moderate or poor job match. Additional reports can be generated to identify
training needs in the sales practices area, making the Profiles Call Center Survey
a great training tool.
Sample Reports
Call Center Outbound Report
Call
Center Inbound Report
Sample Reports are in Adobe
Acrobat PDF Format
Download Acrobat Reader
Here
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