Customer Service Predictor (CSP)

Talent Management > Identify > Psychometric Testing > CSP

The CSP is an efficient and cost-effective solution that predicts superior customer service performance based on values and personality enabling the “right” staff to be recruited. This ultimately improves sale figures, customer acquisition and retention as well as create an excellent reputation for your business or company to bring you to the forefront of your competitors.

To achieving this, we developed with the University of Central Queensland , a scientific assessment solution that accurately predicts customer service performance. This is a unique solution, which was validated on approximately 10,000 customer service providers from the Australian retail, hospitality and finance sectors.

What CSP measures

The CSP uses 53 items to measure eight personality characteristics that are crucial for a successful customer service provider. The test is designed to minimise the impact of social desirability by compelling respondents to ‘trade-off’ between conflicting statements by making it difficult to identify the ‘social or correct response’.

The eight internal characteristics used by the CSP are:

• Effectiveness under Pressure: A tendency to remain calm under pressure, maintain self-control and not get upset by other people, to take most things in ones stride, and to be even tempered.
• Social Skills: A tendency to behave in an outward going manner and enjoy being with and interacting with people.
• Goal Orientation: A tendency to work towards set goals and make decisions towards those goals on a consistent basis as well as show determination to complete a job properly.
• Planning Skills: A tendency to be an orderly person with well-organised work habits, keep things in their proper place, follow a systematic approach in doing things and to do things according to a schedule.
• Interpersonal Skills: A tendency to be interested, benevolent and considerate towards other people, to do favours for others, and to make friends quickly.
• Routine & Consistency Seeking: A tendency to seek routine, rather than variety in work.
• Humility in Service: A tendency to seek recognition for work performed and be well regarded by others as well as respected and perceived as important.
• Team Player: A tendency to not seek to become a leader, but be more comfortable being the member of a team or group.

Key benefits

The main benefits to users of the CSP are:

• the CSP is an objective and scientific solution to predict individual’s customer service performance. The CSP was validated on approximately 10,000 Australian customer service providers
• CSP is a time efficient solution to recruitment or career development purposes
• CSP reduces the risks of a bad hire and training costs
• CSP can be completed in approximately 10-15 minutes
• Graphic and narrative reports are generated within minutes from assessment completion
• for current staff, the CSP can be used to identify ‘weaknesses’ in customer service personality attributes
• the web-based testing incorporates automatic, real-time scoring, so users do not have to score the test themselves.

Technical information

Norms

Australian norms for the CSP have been developed based on individuals in the retail, hospitality and financial service profession.

Reliability and Validity

The CSP contains strong reliability and validity measures with a test-retest correlation of .78. The internal consistency among the eight characteristics is also high with an overall correlation of .85.

Additionally, the CSP has been validated against the object customers service measurements of 10,000 customer service providers.

Reports

Basic Profile Report (BPR)

The CSP provides an overall customer service performance index and a detailed breakdown of the eight characteristic score. These are also presented graphically with Australian norms and an ideal profile. A brief description of each characteristic is defined for interpretation of results.

Basic Narrative Report (BNR)

The CSP provides an overall customer service performance index and a detailed breakdown of the eight characteristic score. These are also presented graphically with Australian norms and an ideal profile. In addition, the report includes detailed implications of results for each characteristic and discusses the candidate’s suitability for customer service positions.