Predictive Index
Performance Snapshots
Validity Study/Quantitative Results
Industry: Call Center Services
Position: Inbound Customer Service Representatives (CSRs)
Results
The top performers achieved on average call evaluation
scores that were over 20% higher than the bottom performers.
Criteria: This
statistical analysis is based upon a PI validity study
conducted with 74 Customer Service Representatives (CSRs).
PI validity studies are designed to determine the
statistical connections between PI profiles and superior job
performance, and are conducted at no cost for PI clients.
The quantitative measurement criterion is based on average
Call Evaluation scores over a three-month period
Industry
The client company provides a range of call center services
for clients in a wide variety of industries.
Position
Customer Service Representatives are responsible for
fielding incoming calls. They are evaluated by their
supervisors several times a month on a percent scale of
1-100 for call speed and quality of service (the ability to
handle the customer’s inquiry in an effective, knowledgeable
and friendly manner.) The company’s goal for all CSR
evaluations is 94%.
Analysis
In examining the differences in the PI patterns of the top
and bottom performers, the two most significant factors are
the Higher D Factor (Formality) and Lower B Factor
(Extroversion). The high performing CSRs believe in having,
and following, well-defined and structured processes, and
will seek to develop specialized expertise in their
particular areas of responsibility. The Higher D indicates
that the top performers work in a manner that is careful,
precise, accurate and detail-oriented. For example, when
answering the phone, these High D CSRs will follow their
client’s call-answering scripts to the letter, with little
or no deviation. When the call-answering instructions are
changed by their clients, they will seek thorough training
on the new protocols and will be sure to master them. The
Lower B translates into an approach to work that is quieter,
more introspective and reserved, with a focus on the
specific tasks to be done (e.g. taking customer orders,
routing calls, answering questions, etc.). These top
performers have little need to socialize with other CSRs,
are serious, and think things through before acting. They
have a communication style that is characterized by
politeness, sincerity, respectfulness, and a sense of
propriety, with a strong desire to say and do the right
thing in the best interest of the customer. With regard to
decision-making, there is a strong drive to be cautious, to
minimize risk, and to protect the company. The Higher D
leads to a desire to do things the established or
conventional way, and to make changes only when convinced,
with hard evidence, that the new way will be better. In
rolling out new changes, the top performing CSR will be very
tactical, thinking through exactly how it should be done,
creating a complete plan, and having solutions to possible
obstacles. Decisions will be equally well thought-out. In
this PI validity study, the entire group of top performing
Customer Service Representatives exceeded the company’s
evaluation goal of 94%, while no one from the group of
bottom performers were able to achieve this benchmark
performance level.
