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:

1. There are times when my supervisor may need to speak to the customer. Yes No
2. Resolving problems starts and stops with me Yes No
3. I think that it is important to chat with my customers for a few minutes before getting down to business Yes No

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.

Flexibility

Employee Description:
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.

Low Scale Description – Flexibility High
Uncompromising

Inflexible

Cautious
Attitude - Tendency to explore new approaches to doing things; open to change.

Adaptable

Accepting

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.