From: Subject: Date: Fri, 3 Aug 2001 23:48:16 -0600 MIME-Version: 1.0 Content-Type: multipart/related; boundary="----=_NextPart_000_0063_01C11C76.C414CA20"; type="text/html" X-MimeOLE: Produced By Microsoft MimeOLE V5.50.4522.1200 This is a multi-part message in MIME format. ------=_NextPart_000_0063_01C11C76.C414CA20 Content-Type: text/html; charset="Windows-1252" Content-Transfer-Encoding: quoted-printable Content-Location: http://www.bigby.com/samplereports/select/callcenter_combo.htm
StaffingCallCenterCombo r i cpb n

Staffing CallCenter Suite=20
Copyright =A9 1995, 1997, 1999, 2000, = Bigby, Havis=20 & Associates, Inc. All rights reserved.

Survey Results for:

  

Justin Example

ID:
  
Test Date:
   5/15/2001 4:16:44 PM
Organization:
   BHA = testing
=20    

This Report Is Confidential

  • Lock it up=20
  • Don't leave it out=20
  • Don't show it to the candidate
 
   

Use This Report To Make Good Decisions

  • Retest or avoid candidates with Invalid results=20
  • Avoid candidates with Avoid scores=20
  • Use interview probes and other report information to = evaluate=20 Okay, Good or Better candidates=20
  • Combine information from all sources (survey, = interview,=20 references, etc.) to make a final decision=20
Results
=20

Random Response:

A check for random responding. If = Invalid, the=20 candidate could not or did not read the test well enough to avoid=20 responding randomly, and these results should not be used. 		 
Random Response:
Valid
Invalid
 
X
  
 =20

Integrity Index:

A measure of the candidate's attitudes = about=20 personal integrity and work ethic.

 
Score:
9
Avoid
Okay
Good
 
X
  
0-8
9-11
12-13
 =20

Performance Indicies:

Measures of traits associated with success in these jobs. =

 
 
Score:
Avoid
Okay
Good
Inbound Service:
27
    
X
 
 
0-15
16-22
23-34
Inbound Sales:
16
  
X
  
 
 
0-14
15-16
17-28
Outbound Sales:
15
  
X
  
 
 
0-11
12-16
17-21
Help Desk:
51
    
X
 
 
0-33
34-39
40-57
Details
=20

Performance Sub-scale Analysis:



The table below = presents=20 the candidate's scores for each of the sub-scales of the = Performance=20 Indices.

Flagged areas should be probed in the interview.=20

 
Subscale
Flags
InServ
InSale
OutSale
HelpDsk
Energy
(activity level; action = orientation)
        
Positive Service Attitude
(appreciation of the service = role)
X
(n/a)
(n/a)
(n/a)
Positive Sales Attitude
(positive attitude about the customer = &=20 sales)
(n/a)
  
X
(n/a)
Accommodation to Others
(willingness to accommodate the desires = of=20 others)
  
(n/a)
(n/a)
(n/a)
Collaboration
(team-oriented, enjoy working with = others to find=20 solutions)
(n/a)
(n/a)
(n/a)
  
Social Comfort
(at ease with, enjoy social = interaction)
(n/a)
    
(n/a)
Diplomacy
(interact cooperatively and = smoothly)
(n/a)
(n/a)
  
(n/a)
Influence
(enjoy influencing the actions of = others)
(n/a)
  
(n/a)
(n/a)
Assertiveness
(enjoy asserting influence over = others)
(n/a)
(n/a)
    
Accountability
(accept personal responsibility for=20 performance)
(n/a)
      
Problem Solving
(enjoy solving problems and finding=20 solutions)
(n/a)
(n/a)
(n/a)
  
Multi-Tasking
(juggle many tasks)
(n/a)
(n/a)
X
X
Preference for Structure
(work within ordered processes &=20 procedures)
(n/a)
  
(n/a)
(n/a)
Frustration Tolerance
(remain emotionally positive in spite of = frustration)
        
Criticism Tolerance
(accept criticism = constructively)
(n/a)
(n/a)
    
Acceptance of Diversity
(tolerance of others different from = self)
        
*If flagged, see interview probe = suggestion(s) in=20 later = section.
Details
=20
 =20

Job Task Responses:

How willing are you to . . .
Would do it
and enjoy it
Would do it
Would do it, but
not like = it
Would not want
to do it
Would not
do it
Work part-time (less than 30 hours = per=20 week)?
X
        
Work weekdays?
X
        
Work holidays?
  
X
      
Adjust work schedule on short = notice?
X
        
Work evenings or nights?
X
        
Work weekends?
X
        
Work overtime?
X
        
Commit to being on time, every = time?
  
X
      
Listen to customers using headphones = or an=20 earjack?
X
        
Convince others to buy = things?
X
        
Make cold calls?
  
X
      
Closely follow a telephone = script?
  
X
      
Meet daily performance = goals?
X
        
Handle demanding people?
  
X
      
Work with computers?
X
        
The table above reports the candidate's stated = willingness to do tasks commonly required in jobs similar to = this=20 one. Indications of reluctance should be probed during the=20 interview.
Counterproductive
Behaviors
=20
In this section, undesirable responses = by the=20 candidate to theft, job commitment, work ethic, resistance to = direction,=20 safety, etc. questions are presented. The total number of survey = questions=20 for each topic is given in parenthesis. The candidate selected an=20 undesirable response to the following:

 

JOB COMMITMENT (9 possible questions)
  • This job will probably be temporary until you find a better = one. . .=20 Agree=20

     
  • How long have you worked at your current job or last job if = not now=20 employed? . . Less = than 3=20 months

     
  • How many employers have you had in the last three years? . . = Three=20

     

WORK ETHIC (8 possible questions)
  • In the long run, people who give their best effort at work = are taken=20 advantage of by the company. . . Agree

     
  • In these times, just about everyone lies to take care of = themselves.=20 . . Agree=20

     
= = = = = = = = = = =

Interview
=20


 

Preparation:

  • Review the application form=20
  • Review the SELECT test results
 

STEP 1: Open the Interview

Hello, my name is ____________ = and I=92m=20 the _____________ (your position). We=92re glad that you are = interested in=20 this position. The purpose of this interview is to learn more = about you=20 and your work experiences. I will be asking you some questions = about your=20 previous experience, how you approach certain things, etc. You = will=20 probably see me jotting down some notes -- that's to help me = remember=20 better what you said after the interview is over. There are no = correct or=20 incorrect answers, what we want is to learn more about you. At the = end,=20 I=92ll leave some time to answer any questions you might have. If = you are=20 ready, we can begin.
 

STEP 2: Review the Application and Investigate Potential = Problem=20 Areas

___All blanks completed?   ___Employment gaps?
___Application signed?   ___Extremely high or low = earnings?
___Several jobs in the last 2 = years?   ___Earnings show = progress?
___Vague reasons for leaving = job(s)?   ___Can complete all essential=20 functions?

Example Questions:
I see that you were unemployed = from=20 _____to _____. Please tell me about this period of unemployment. =

I=20 see that you left your previous employer for personal reasons. = Would you=20 explain further?

I noticed that you have changed jobs = frequently=20 in the recent past. Why?

 

STEP 3: Review SELECT Flags and Begin In-depth = Questions

While=20 asking the following interview questions, be sure to listen and = probe in=20 the following areas highlighted by SELECT:

  • Low Positive Service Attitude=20
  • Negative Sales Attitude=20
  • Low Multi-tasking


 

 1.=20 Tell me about your responsibilities in your previous (or current) = job.=20 Which did you like most and why? Also, which did you like the = least and=20 why? (Listen for relevant work experience, likes and dislikes = that may=20 or may not fit this job.)


 

 

 

 2. = Have=20 you ever worked or volunteered in a position where you sold = products or=20 provided services over the telephone? How did you like it? How = successful=20 were you? (Probe for sales drive, positive competitiveness to = be the=20 best.)


 

 

 

 3. = How=20 would you describe yourself as an employee? What are your = strengths? What=20 things do you think you might need to improve? (Listen for work = ethic,=20 interpersonal skills, a willingness to influence others.) =


 

 

 

 4. = What=20 type of people do you like best? And least? Why? (Listen for = openness=20 and a lack of prejudice.)


 

 

 

 5. = What=20 type of supervisor do you like best? Why? (Listen for a = willingness to=20 be supervised.)


 

 

 

 6. In = previous jobs how was your performance measured? What do you think = would=20 be a good measure of your performance in this job? (Listen for = a focus=20 on measurable results.)


 

 

 

 7.=20 Think of a company that you feel provides good customer service. = What is=20 it about this company that makes you think of them? (Listen for = service=20 knowledge, values.)


 

 

 

 8. = Tell=20 me about a time when someone failed to provide good service to = you. Give=20 me examples of what the person did poorly. How could he/she have = improved?=20 (Listen for service knowledge, values.)


 

 

 

 9. = What=20 do you think is most important in helping a customer decide to buy = your=20 product or service? (Listen for sales knowledge, values, the = ability to=20 influence others.)


 

 

 

 10.=20 What would you do if a customer did not want to buy your product = or=20 service? (Listen for an ability to recover from rejection, = flexibility=20 in approach.)


 

 

 

 11.=20 Sooner or later, we all have to work with a customer who is = unreasonable.=20 What types of behavior would you find most frustrating? How would = you=20 respond under such a circumstance? (Listen for openness, tact = and=20 ability to handle difficult people.)


 

 

 

 12.=20 Tell me about a time when you were asked to do a task you knew = nothing=20 about or a time when you had to solve an extremely difficult = problem.=20 (Listen for self-reliance and personal responsibility for = achieving=20 results.) =

 

 

 

 
If you are still concerned about the Performance Flag = areas, here=20 are some additional questions to ask:
Low Positive = Service=20 Attitude: What do you see as the pluses and minuses of a = customer=20 service job? What types of customers and co-workers do you like? = Why? What=20 kind do you not like? Why? (Listen for defensiveness or a tendency = to feel=20 demeaned by the service=20 role.) 

 

 

Negative = Sales=20 Attitude: Describe the pluses and minuses of a sales job. = What do=20 you like about sales jobs? What do you not like? (Listen for = suggestions=20 that the candidate may have a defensive or negative attitude, = especially=20 about helping or doing things for customers or other=20 people.) 

 

 

Low=20 Accountability: Have you worked in a job for which your = output was=20 measured? Did you receive a performance appraisal from your = supervisor?=20 How do you feel about being measured or rated? Were your ratings = fair?=20 (Listen for a comfort or resistance to being evaluated against a=20 performance = standard.)

 

 

Low=20 Multi-tasking: What type of work do you like? Do you like = variety=20 or consistency? Would you rather focus on one task or do several = at the=20 same time? (Listen for a dislike for or an inability to=20 = multi-task.) 

 

 

 =20

STEP 4: Conclude the Interview

Those are all the questions = that I=20 have for you. I appreciate the time that you have given to me. Is = there=20 anything that you would like to ask me? =

 

 =20
 =20

STEP 5: Make the Hiring Decision


  • Resist the temptation to hire someone just because you need = to fill=20 the job. You are likely to pay for a hiring mistake both in = money and=20 time.

  • Focus on how well the candidate fits the demands of the job, = not how=20 much you like the candidate=92s personality or how much you have = in common=20 with the candidate.

  • The selection process is designed as an aid to the = well-reasoned=20 judgment of a hiring manager, not a replacement for this = judgment. In=20 the end, every hiring decision is a judgment call. Use the tools = provided in this process to inform your decision, not make it = for you.=20


 =20
Use the following checklist to guide your decision. = Please=20 indicate your recommendation and write your comments in the=20 appropriate Recommendation box. In addition, write your = initials in=20 the Initials column.

Actions

Recommendation

Initials

Review Application
Not Acceptable

 
Some Reservations

 
Consider Further

 		  
Prescreen (Optional)
Not Acceptable

 
Some Reservations

 
Consider Further

 		  
Test Candidate & Review the = SELECT=20 Report
Not Acceptable

 
Some Reservations

 
Consider Further

 		  
Behavioral Interview
Not Acceptable

 
Some Reservations

 
Acceptable

 		  
Reference Checks = (Optional)
Not Acceptable

 
Some Reservations

 
Acceptable

 		  
Background Check = (Optional)
Not Acceptable

 
Some Reservations

 
Acceptable

 		  
Decide
Do Not Make Offer

 
Eligible At Later = Date

 
Make Offer

 		  
Drug/Medical Screen = (Optional)
Fail

 
 
Pass

 		  
Copyright =A9 1995, 1997, 1999, 2000, = Bigby, Havis=20 & Associates, Inc. All rights=20 reserved.
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