When determining the right candidate for your company it is all about
company/job fit. We don't want to select a 190cm basketball player
when we want them to drive an F1 car. So at the same time we don't
want someone who is 10 on trust for our Debt collection position where
being somewhat cynical is more applicable.
To understand where we want our perfect candidate to fit we have
to understand what level of service you extend to your customers your
and the flexibility you extend to your customer service reps when
dealing with your customers.
We can understand more about the type of person who will be successful
in our company by 2 ways, the most accurate method is to select staff
members who provide great customer service and assess them to determine
what traits they have that make them successful in your company. The
other method is mentally building a picture of your perfect employee
and manually creating a benchmark against that, but that is a bit
like throwing darts blindfolded.
The questionnaire can be completed by downloading
a form, printing out a copy, and completing the 47 questions. Then
fax it to us so you have a copy for you records. One of our consultants
will then prepare you a complimentary report to provide you an insight
into what makes a great customer service agent for your company.
Please feel to complete a questionnaire now and with no financial
commitment from you at least you will gain an insight into what type
of candidate you are looking for.
The questionnaire only takes 5 mins and has such questions as:
Now we have completed our questionnaire we know exactly how high
we want our employees to jump! Too high and they will be setup for
failure and too low and the challenge will not be enough to keep them.
Many employers make the mistake of setting the bar too high when fine
tuning the benchmarks.
Selecting candidates who then align with those scores can often lead
to boredom and lack of job satisfaction if the position does not match
up to the benchmark. The secret is then to be realistic about what
the job entails and what skills are important to excel in that role.
Fine tuning the benchmark is an important stage of the process.
From the initial survey or round of assessments we prepare a Job Analysis
Report. For a sample copy click here.
Each trait that is to be measured provides a graphical scale of the
determined optimal values along with a description. As an example
let's look at flexibility.
Persons who indicate a preference for routine
or repetitious tasks that remain unchanged over time; most effective
in their work when the rules and procedures are clearly defined.
We need to read the description carefully and ensure it matches our
criteria. If it does not we then need to adjust the benchmark.
Our benchmarking reports provide a comprehensive description of not
only how your perfect candidate may be described but also what each
trait measures and the effects of moving the scale up or down.
In this case we may decide that we want our candidate to be slightly
more flexible in their dealings with customer. If we look at the description
we can then see which way we may want to adjust our scale.
||Scale Description – Flexibility
|Attitude - Tendency to explore new approaches
to doing things; open to change.
Enjoys New Approaches
By making an adjustment to our scale we are able to change the description
that describes our ideal candidate. In this case if we move our scale
to 7-9 we would get a new description:
"Those who are normally quite interested
in new ideas or procedures; finding different or new ways of serving
customers’ needs can be exciting. Persons who take pleasure in the
invention of new ideas, concepts and ways of improving upon how to
get things done."
Once we have fine tuned our benchmark we are then ready to start
assessing our candidates so we can see where they align with our perfect
employee. While we rarely see a 100% fit for the role a close alignment
is enough for us to make a valued decision about the selection of
our staff and determine a winner.