Call center representatives, customer service representatives, telephone sales representatives, and fundraisers affect the bottom line and client satisfaction at any call center. Yet all too often, managers choose candidates who fall short of our expectations. Eighty-five years of scientific research show that simply reviewing resumes and conducting interviews are significantly less effective than using pre-employment assessments to predict job performance.
Traits that Predict Sales Performance
In a series of studies, Dr. Adam Grant has investigated the links between many traits and call center performance. In one study at a call center at a public university, outbound callers who reported high levels of both two specific types of motivation made more calls per week and raised 65% more money than those with low levels.
In another study of outbound call center representatives, employees with a certain score on a personality trait generated more revenue than other employees. Over a three-month period, these employees generated 24-32% more revenue than other employees.
In a final study, call center employees with high situational judgment scores produced more than double the revenue than those with low scores. The Optimize Hire Assessment scores candidates on this key cluster of traits.
Results for Call Center Jobs
On average, Optimize Hire-endorsed employees generate more than 50 percent more revenue, receive higher customer service ratings, and are six times less likely to quit or be fired.
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