Client Challenge
Improving call center representative performance using SQ™.
Solutions
A performance study was conducted with 125 call center representatives in a national telecommunications company. SQ™ assessment scores and call monitoring ratings were collected to determine the predictive relationship between the SQ™ and on-the-job performance of call center representatives.
Results
Call center representatives who were rated as stronger performers by call monitors scored statistically better on the SQ™, while call center representatives who were evaluated as low performers scored statistically lower on the SQ™. For example, the figure shows that call center representatives who scored higher on the SQ™ were rated 17% stronger in customer service than those who scored low on the SQ™. Thus, using the SQ™ to make hiring decisions is an effective strategy for organizations with a call center function/department to raise the bar on call center representative performance in critical job areas.
