ContactCenterPOPTM
Individual Assessment
ContactCenterPOP™ (Predictor Of Potential) is a statistically reliable contact center agent assessment, predicting outcomes with up to 99.5% statistical probability.
ContactCenterPOP™ (Predictor Of Potential) is a statistically reliable, and predictive contact center assessment designed to highlight candidates most likely to be successful in today’s call center environment.
See For Yourself…
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ContactCenterPOP™ helps you with…
ROLE FIT
Predictive stoplight for three roles: Customer Service, Service and Sales, and Outbound Sales and Telemarketing/Lead Generation.
PERFORMANCE/RETENTION
Reduce turnover and increase performance, with a significant ROI.
COACHING & DEVELOPMENT
Develop a tailored coaching and development plan for each new hire.
SUCCESSION PLANNING
Identify agents with the potential for leadership and the potential to cross-sell and up-sell.
REDUCING STAFFING COSTS
Reduce staffing costs by reducing lead-time, finding the right candidates faster and with more precision.
ContactCenterPOP™: What It Measures
ContactCenterPOP™ (Predictor Of Potential) contact center assessment gives you a predictive stoplight for three roles: Customer Service, Service and Sales, and Outbound Sales and Telemarketing/Lead Generation.
These three statistically reliable selection models have been developed through 40 years of validated data and 30 million assessments.
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.
Understanding these traits helps us work with a candidate’s natural inclinations, not against them.
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): Reflects an individual’s effectiveness in coping with a demanding lifestyle.
Commitment Reluctance (CR): Reflects an individual’s approach towards asking for commitment from others.
Uncertainty Coefficient (UC): Reflects an individual’s socially desiranle responses to items in the Attitudes section.
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..
ContactCenterPOP™: 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.