Customer service representatives directly affect the bottom line and client satisfaction. 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.
Scientific Evidence/Traits that Predict Sales Performance
In a meta-analytic review to predict customer service and sales performance, Drs. Mount, Barrick, and Stewart analyzed 11 studies of more than 1,500 individuals. They found that two personality traits predicted performance for jobs with high interpersonal interactions.
Results for Customer Service Jobs
On average, Optimize Hire-endorsed employees receive higher customer service ratings, generate more than 50 percent more revenue, and are six times less likely to quit or be fired.
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