Contact Center LeaderPOPTM
Individual Assessment
ContactCenterLeaderPOP™ (Predictor Of Potential) is a statistically reliable customer service assessment that predicts potential performance of Call Center Managers with up to 99.5% statistical probability.
ContactCenterLeaderPOP™ (Predictor Of Potential) is a comprehensive customer service manager/leader assessment that measures the inherent traits, learned behaviors, communication styles and attitudes, of top-performing call center managers in organizations and cultures around the world.Â
ContactCenterLeaderPOP™ was developed using advanced statistical methods to analyze data from more than 30 million assessments, so you can build a contact center leadership team that will ensure your customers consistently receive the best service in your industry.
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See For Yourself…
Download your sample assessment and see how the ContactCenterLeaderPOP can help your business today!
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ContactCenterLeaderPOP™ helps you with…
SELECTION
Measure Manager candidates objectively on the key competencies needed for success in management: initiative, motivation, and independence.
BENCHMARKING
Compare and contrast candidates using a statistically sound, normative tool that can be benchmarked to your organizations’ best managers.
CULTURE FIT
Predict how managers will perform in your organization’s culture.
COACHING
Develop your contact center managers strategically, based on their inherent traits, learned behaviors, attitudes, and beliefs.
SUCCESSION PLANNING
Determine optimal growth opportunities and succession paths for your managers.
ContactCenterLeaderPOP™: What It MeasuresÂ
Psychologists have long understood that the core elements of our personality are generally well-established in an individual by the time they reach age 16 and don’t readily change. Other personality traits congeal further into adulthood, helping to cement our personality for the long term.
INHERENT PERSONALITY TYPES
Enterprising Potential (EP): Measures basic Self-management potential and whether an individual prefers initiating activities vs. responding to others’ needs.
Achievement Potential (AP): Measures an individual’s motivation for challenge or money vs. the desire to focus on people and/or service to others. It also measures their sense of urgency vs. a longer-term goal orientation..
Independence Potential (IP): Measures an individual’s desire to be more of an independent structure or being an individual contributor vs. being more focused on team relationships and process and structure..
ATTITUDES
Self-Directed (SD): Reflects the extent to which the individual feels confident and in control of their life.
Lifestyle Management (LM):Â Reflects an individual’s effectiveness in coping with a demanding lifestyle.
Commitment Reluctance (CR):Â Reflects an individual’s approach towards asking for commitment from others.
Uncertainty Coefficient (UC):Â Reflects an individual’s socially desiranle responses to items in the Attitudes section.Â
LEARNED BEHAVIORS
Comfort With Conflict (CWC): Reaction to and comfort with conflict or potential conflict. .
Emotional Quotient: Reflects the ability to understand and effectively apply emotional information. .
COMMUNICATION STYLES
People Orientation (PO): Relationship style; Approach to coaching, training and recruiting..
Analytical Orientation (AO): Interest in learning technical material; Approach to transferring skills as a trainer; Detail orientation..
ContactCenterLeaderPOP™: How To Get Started
1. CHOOSE YOUR ASSESSMENT PACKAGE
Download a Sample Report, meet with an assessment expert and decide which assessments are right for you.
2. EXPLORE YOUR ASSESSMENT PORTAL
The Assessment Portal is your homebase. Familiarize yourself to track progress and results.