Call
Centers employ millions of people. Telemarketing has become
an important marketing method, but the industry needs better
hiring methods in order to become more efficient. Being an
effective call center employee requires far more than the
ability to speak on the telephone. That’s the need the Profiles
Call Center Survey addresses.
What it Takes to
Succeed
The Profiles Call Center Survey measures a variety of characteristics,
each of them is important to being productive in a call center
environment. These characteristics are:
- Understanding of Sales Practices
- Assertiveness (Persuasive, Confident,
Outgoing)
- Persistence (Persevering, Unwavering,
Emotionally tough)
- Empathy (People-focused, Relationship-oriented)
- Drive (High competitive, Aggressive,
Opportunistic)
- Organization (Organized, Conforms, Routine-focused)
- Maturity (Sousnd judgment, Stable, Tolerant)
- Creativity (Inventive, Unique, Innovative)
- Incentive (Recognition, Feedback, External)
Use for Hiring
and Assessing Employees
The Profiles Call Center Survey can be used for hiring and for
assessing people who are already employed in a call center to
identify training needs. It takes about 20 minutes to complete
the survey over the Internet, on a computer, or using a survey
booklet. Two types of computer-generated reports are available.
One is geared toward the qualities essential to making outbound
sales and the other to inbound sales. Results are presented
in graphic and narrative formats for easy understanding of an
individual’s good, moderate or poor job match. Additional reports
can be generated to identify training needs in the sales practices
area, making the Profiles Call Center Survey a great training
tool. Request
A Sample Report
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